They are virtually impossible to reach. I called 4 times and was on hold each time. The last time I was on hold for an hour and twenty minutes before I spoke with someone. I wanted status of two claims I submitted but the person basically told me to access the app to get that info. On one claim they reached out to the vet for additional info but on the other claim which was at the emergency vet they stated that the diagnosis was undetermined and that I would have to get additional info and resubmit. They are expensive and not worth the time or money. I cancelled my policy today. Do yourself a favor and DO NOT purchase this insurance.