1. They're phone representatives are very polite and definitely try and help. 2. Their online is very easy to submit claims but, some of their verifying questions are too, one way of another. Sometimes a claim could be part of wellness as well as part illness. Not always cut and dry. They don't allow for this. 3. The wait time for reimbursement is much too long! 20 to 40 days is totally unexceptable and very unprofessional. 4. They seem to have several and frequent excuses as to things not being covered in claims. They want their premiums paid on time, but they like to wheel and deal on what they payout for reimbursement. 5. Given my circumstances, starting with them and having it be about a year into using this company, I'll probably stay with them for this dog, but I will not in the future put my next dog or dogs onto their plan, unless I see some positive changes for the better in the way this company operates.