Many delays in processing claims. They need to hire more people. They are exceptionally expensive. They denied claims for my dog Rex who had heart murmur noted at 5 years old,and 6 years later the heart started to fail, and he was placed on drug Vetmedin which was $ 100 per month. He was euthanized at 11 y old this past Oct w respiratory failure and heart failure. They denied months of coverage on Vetmedin, and on appeal, denied it again even tho my vet wrote a letter. They stated that the heart murmur was preexisting, and thus, heart failure was pre existing. I am not happy with them. I cannot changed insurances because then my 2 other dogs would have all pre existing issues with a new insurance. My advice...use another insurance company.