If I can give you a negative star, I would. You have zero customer service/support for customers that actually need to discuss their insurance in a timely manner. You increased my dogs' insurance significantly from the year prior yet provide no where near the level of service your rates warrant. Your chat reps do not have the ability to provide any relevant information about claim detail, reasons for denied claims, (especially when they are wrong and had to be appealed), or status of anything. And I have spoken to one person on the phone once out of over ten times of calling in throughout the year because your phone wait times have consistently been over 45 minutes every time I have called. My claim, which I had to appeal for no reason other than the people you have approving claims decided not to approve it, took 5 months to get approved and for me to receive my money back. There needs to be serious changes in order for people to gain confidence in your company (per social media, I am not the only one experiencing these issues). I really hope you improve your service or you'll lose yet another customer.