They lose three stars because of how long the claims process is. Anytime you submit a claim it takes a month plus for them to get back to you about it. Also anytime you call in to talk to someone in customer service it takes anywhere between 15 and 30 minutes to get someone on the phone. This has been my personal experience from submitting several claims and calling at least four or five times about those claims because I had questions. Overall they’re a pretty good insurance company but the lengthy nurse of the process really does hinder how great they can be