I was pleased that we received accurate reimbursement according to our plan. Reimbursement did take longer than expected, as we had paid the bill on a credit card and waited almost 2 full cycles to be reimbursed. Had we been notified when we signed up for the policy that we needed to submit all medical records for her entire life, then the process would have gone more quickly. Instead, the company requested records from a vet that clearly states they will only release records to the owners. The company did not contact us to get the records until they had sent multiple requests to the vet and our claim was in danger of being denied. When I called to find out what the problem was, I was told we needed records for her entire life instead of just the one year that was noted on the portal. After we submitted the records, everything went smoothly, but better communication could have prevented the delay in reimbursement.