The purpose of insurance is to get the medical treatment that is needed and not break the bank. Twice I had to use the insurance and both times I had to wait so long to get reimbursed that I’ve already recovered from the unexpected expense. As of today I’m still waiting on reimbursement from a few months back. I’m not satisfied with this ‘insurance’ at all. Both of my claims I had to call ask what the hood up is. Then call the vet, get the records myself and attach them to the claim. For one of them I had to start a new claim. Then on that on I had to call and ask about it. They stated that they didn’t have the records, the records I sent. While I was on the phone, the person I was speaking with found them, attached to the the claim I was calling about. This is 2 out of 2 that has got delayed due to not having enough information and unable to get a hold of the vet, yet I call the vet, and while I’m on the phone I get the email with all the information. I’ve never dealt with an insurance company that gave this many excuses and delayed reimbursement this long. To answer the rest of the questions below, communication was phone call and emails. How quickly did you reply? I’ve never received an email back, and when I called, someone answered and spoke with me. Still waiting for the results. The customer service representative was very nice and answered all my questions. Gave me some tips to help speed up the process. That’s the only reason there is 2 stars there. If, I would have been reimbursed a few weeks back, shortly after speaking to her on the phone, I would have giving a better rating. By the end of that conversation, you had all the information that was needed to properly assess and pay reimbursements.