First time I've used pet insurance. Good website with information as to different levels of coverages explained fully. Liked the ability to choose different aspects of coverage, $ limits, deductible, % of copay so there are many options and you can pick what's good for you. My cat did have an illness recently. It was easy to submit forms, they contacted the Vet office to secure relevant information that was required to process the claim. It did take a while to receive reimbursement but it was during the holiday season so that may have been a factor. Their communication was excellent during the whole process so I knew what was going on regarding the process stages. They paid what was expected based on the policy I have. Very pleased with the whole process, I gave it 4 stars due to the length of time for reimbursement. I also spoke to someone in their customer service on the phone and she was very helpful with answering all the questions I had.