I really did think that I was going to have a great experience with this insurance. My first claim went so well and quickly. I submitted the claim on 12/8 when my dog was neutered and I received a message that I needed additional documentation which I then provided. My claim was not paid, I called and the customer service rep said they would call the vet to get what they needed. I received an email looking for more information. I was told to ignore the message; I then get a message that the claim was rejected. I called AGAIN and was told it would be paid. The claim has been approved and I'm still waiting for the money.....