First time bought insurance after reading tons of reviews and comparing other plans. Relatively more affordable policy. Hit or miss customer service. Had to call a few times to get answers to my questions. Claims took 40 days to complete and a few more days to get reimbursed. Had to submit my credit card statement in addition to receipt and medical record from vet. Also required 12 months medical record for initial claim. Too much especially if you have relatively healthy pet!!!! Very tedious. Mobile App doesn’t work well on apple phone. Decided to give it a shot a little longer after finally able to speak to a rep who treated us like valued customer. Hopefully process will get better by training staff to be more empathic and supportive. Need to hire more staff if they are receiving higher volume in order to lessen turn around time.