Absolutely awful service. My brother UNEXPECTEDLY passed away recently so we called to inform the company we had taken over ownership of his dogs & needed to change the account over to our names + payment information. We were then told since we did not have paperwork stating our new ownership via him nor did we have power of attorney they would have to cancel the policy under his name immediately & we'd have to start a new policy. Then we asked if the preexisting issues that were covered under his policy {because he bought this shortly after adopting} if they would be covered. We were told no they would not. So anything having to do with his hips, kidneys & back would not be covered. They then told us this was because their policy changed. We have access to my brother's email as well as his Pets Best App where we found NOTHING stating needing a POA or paperwork being needed to transfer ownership to another person after someone passes in order to transfer the policy over. We have passed the policy onto our attorney whom will reach out to the company for breach of contract|malpractice & hopefully resolve the lies they have spewed by not honoring a policy when nothing could have prevented his death in the first place.