It took a year and two appeals to understand that a hemorrhage caused this paralysis not noon goingcondition. The surgeon sand vet spent more than 15 hours each to provide the documents that proved it when it was very clear in the original submission. That is not a good use of their time or my money. Customer service was rude when you could actually get a a person. I was holdfor over two hours once before I hung up. I then wrote emails which went unanswered Bottom line I did get paid and the right diagnosis was confirmed by you. I did send an email a few months ago about Brandi in customer service. She was superb..