They are horrible with claims and customer service! I pay faithfully every month with no problem. I have processed claims for an accident that required follow up treatments and testing. They processed a claim for testing and determined it was wellness and denied it. They never linked it to the original claim to determine it was treatments for the accident. I had to call them to dispute it. Now its under investigation because of their mistake and it will take 1-2 months. Ironically that was processed first when the original claim still has NOT been processed. I have been fighting them this whole time and they don't even show any sympathy for my dogs situation or the fact that they are working claims incorrectly and do not follow through quickly for their own error. I am now shopping around for new pet insurance. I am very disappointed.