I have 3 cats insured & file claims rarely. Was charged 2 deductibles for 1 episode of illness & when I balked at that overcharge, the rep told me "that's the way all insurance works when you pass the renewal date." I have worked in health care & with ins co for decades & that's NOT the way ins works. When a patient starts a treatment program in Dec, the ins co does NOT charge a 2nd deductible b/c your program doesn't end till the 2nd wk of Jan. When you switch to a different 'level of care' like otpt programming, then they charge. If you relapse 2 mos later, new 'episode of illness,' then they charge. Now I feel cheated at a time I am grieving the loss of my baby who got seriously ill on March 20 & died June 10th. I have loved the communications I've had with their reps(reason for the 4 stars,) until this point, but now I don't know what to do. Except submit this review until I feel less fragile over the loss of my 'Sweetest Heart.'