After my initial claim was sent in I received an e-mail saying it was being processed. A few days later I received another bill from the emergency clinic where I took my dog. I paid it online and faxed in my receipt. I never received a confirmation as to whether or not it was received. It took three calls to customer service to be able to connect with a representative who was most helpful. I think they take too long to process claims. I am satisfied with the amount I am being reimbursed. I haven't received payment as of this date but was informed it would 5 to 7 seven days so I can't comment on delivery time. I think they should up their turnaround time in processing claims.