I would give them a 5 except that they have an odd way of applying your deductible. Yes, it is disclosed in the fine print, but I didn't understand that was how it was being done until I filed a claim. Instead of applying the total dollar amount of each claim to the deductible until the deductible has been met, they take out the "copay" amount (in my case 20%) and only apply the amount they would have paid. In all the years I have had insurance for pets and humans, I have never seen this. So, it means if you have a $250 deductible, what you really have is a $300 deductible if that makes sense? Aside from that, claims payments could be faster, but so far, the rates are reasonable (I have a 2 year old dog - they will go up), and I like that they pay from whatever the vet charges, not what they think the vet should charge. My previous pet insurance only paid on what they thought was a reasonable charge. I can't say that I disagreed that the charges were sometimes very high, but I can't control what the vet charges, and all of the vets in this area seem high to me.