They’ve paid generally on time without much of a hassle, but one of my dogs has heart failure now and they did, in my opinion, too much investigating to see if I was trying to scam them. They actually denied the claims at first forcing me to call and wait online for hours at a time and talk to multiple people, somewhere helpful and some sucked. They finally approved it but it took more than 50 days and I had to get information from a doctor that I had only spoken with for five minutes about my dogs heart condition But they needed this information even though it was completely irrelevant. I understand people try things but this was ridiculous and I have four dogs insured by them for years. In the past they’ve been good so that’s why I gave them four stars, but this time it made my dogs heart failure a lot worse for me because of the stress of arguing back-and-forth for 50 days, and me having to do a lot of the work. Thank God one of the phone customer service people help me out and was really compassionate and helped a lot.