Pretty straight forward insurance, however our first initial claim took over a month to get processed. Our new-to-us pet came from a shelter, so there were very few medical records for our new pet, and that seemed to hold things up. When dealing with any claims make sure to use the claim number in the email subject to expedite things. The Wellness Rider we have required the deductible to be paid first, but on the upside we did get a reimbursement after our first visit because we fulfilled the $250 deductible. The EOB was very clearly laid out, and broke down all costs in a clear and concise manner. This insurance is very good, but don't look for a quick reimbursement if you need an instant return on footing the bill.