First, the customer service people are just the nicest!!! Always nice and they really do want to be helpful. The reimbursement time is a NIGHTMARE. It took over a month from the time the claim was put in till I could see it online that it was paid. (Now I still have to wait for the check). I think overall they are probably short on adjusters , HOWEVER that should not be the customers problem and waiting at least 5 weeks to get reimbursed just isn't what most people can do when they have struggled to pay the original vet bill and/or put it on a credit card which has to be paid. But the plusses were, customer service reps were VERY nice AND in the end the claim was paid correctly, just not in a timely manner. I think this is a great company overall and once they improve their reimbursement times ratings will go up. This was a simple claim and straight forward so it not being complicated , it never should have taken this long to pay.