Pets Best Insurance Services review: Do not use them

My husband was able to get pet insurance through his work after we rescued our 1st dog. Then a year later we added a 2nd dog to the pet insurance after his rescue. Approximately 2 months after adding our 2nd dog our 1st dog got sick. She ended up testing positive for heartworm. We started all the paperwork immediately. All vet records current and old and shelter were submitted that were asked, a couple of times. After waiting some time more records were requested and again records were submitted but not in time and our claim was denied. We opened a 2nd claim and again same thing. Back and forth with all the vets, etc. only for the claim to get denied because records were not submitted on time. So frustrating because everything requested was submitted. I called each vet and the shelter and they sent me records as well. So now I am submitting for a 3rd time. Every single record, invoice, etc. I sent via the website and also via mail. I also called. Waiting on hold for an hour only to be told that they can’t do anything, I just needed to wait. It takes about 7 business days for each item to be looked at. She did not seem to be very helpful just wanted to get me off the phone. I did ask what else she can see is needed. I explained to her that the vet submitted it and I did as well but I will submit it for the 4th time. Just recently we received another message where more information was needed. Every single record that our dog has was submitted. I truly feel this is just a game back and forth. Insurance should be something that’s makes life easier. Peace of mind. This has been nothing but a pain and a huge inconvenience for my family. No one can give you a straight answer. You are on hold for extended periods of time. Not a friendly voice. Do not buy insurance from this place. Buyer beware.