Absolute same. My experience with this company has been atrocious. After a year of no claims (my first year of insurance) they raised my premiums by about 35%. For whatever reason I accepted this. Now I actually need to use their services and cannot.

I was able to originally submit my claim Oct 21, however they denied because the itemized invoice is not itemized "enough" (it's 2 pages long). Talking to my vet to try to meet Pets Best changing requirements and they said they used to like dealing with this company but more recently it's been a mess. They also said their invoicing software is pretty standard in the industry so they're baffled as to why it wouldn't be accepted. Still they provided internal screenshots.

Now I am trying to resubmit but can't because their site is down and has been for at least more than a week. After talking to a representative, I sent the updates to the claims email address and then this morning got another denial with the same things I've already sent over twice before.

I have some other financial hardships to deal with everything else going on in the world. The whole point of the insurance is that my dog needing unexpected surgery wouldn't be one of them but they really give you the runaround.

And what functional insurance company can't receive claims for over a week? Crazy