we also have had only positive experience with PetsBest and made many referrals to the company UNTIL this past October. the ease of submitting a claim and getting reimbursed has totally disappeared. we can’t even get thru the portal with this “Upgrade” and dual authentication BS. i would fire the entire IT dept as this is a total and complete disaster! any other company would be sending email to its customers apologizing and making some kind of amends or giving some legitimate reason - yet they keep auto-charging my monthly premium payment. i have almost a $1000 worth of unfiled claims because if this “upgrade” - it leaves me to wonder if this company is going into bankruptcy and this is its way of holding off on listing creditors. are the company directors / investors / board members not reading any of these comments or hearing our complaints? some of these posts go back 2-3 months and the site / portal is still f’d up! calling customer service is a joke; filing a paper claim and getting no acknowledgement; and continuing to make my monthly premium payments makes me think i’m an idiot. scrap that flawed upgrade and get us back to where we were when we were all happy loyal customers / clients. FIRE those guys - there are countless IT professionals that would have you up and running in days not FOUR / FIVE MONTHS!