I don't understand their process for processing claims. Our first visit upon getting our pet, has still been in process. I've called twice and still nothing after being told it's been sent to a supervisor for it to be expedited. Had a visit AFTER this wellness claim and just got the EOB and reimbursement is allegedly being sent out. I am in no hurry for the reimbursement but I shouldn't have to continue to call and ask each time a claim is submit. I understand they probably have high call volumes but I can't seem to get a straight answer. For the cost of my policy, it should be more organized, in my opinion. Hopefully it's a fluke and things turn around.