For the most part, they can be counted on to provide reimbursement for things that should be covered. However, I almost always have to resubmit claims after making minor changes because they were rejected for an arguably silly reason the first time around. Processing time is also not great - I often get emails saying "sorry it's taking so long." On the other hand, I did once get a claim processed in a matter of a few days (only once). I also wish I was able to change the %reimbursement to a higher number as part of my renewal, but the user portal did not offer that option (though it is offered to me if I sign on a new pet to the policy). Overall, you will get your claims processed and paid for but it may be a bit painful in the process.