Reimbursement has been as expected. Make sure your dog’s name and paid in full is on your claim. Currently, it is taking over a month to process claims. I had to contact the company after first claim, which was late last year. I was on hold for over 30 minutes 2 times. No response to email. Sent a message through Facebook page. First response said there was nothing they could do ( my dog’s name was not on receipt). I waited a couple days and sent inquiry again. That person was extremely helpful and I was able to get claim processed. She contacted my vet’s office. 3 stars below for rating customer service because first representative was basically unwilling to try to help me. Second contact was extremely helpful. Seems to be some inconsistency in training their employees.