Reimbursement was very slow and there was poor communication throughout the process. Initially, I received an email saying I did not provide a proper receipt, followed immediately with an email stating that the claim was being processed. I called to clarify and was told everything looked fine and the claim was being processed. After a couple of weeks I received another email apologizing for the delay. I then checked the claim status online and there were 2 claims for the same date, one for wellness and another for medical. I then called and asked why there were 2 claims when I only submitted a wellness claim. I was then told it was because of a stool analysis, which was part of my pet's check-up. Coincidentally, my pet had the exact same check-up last year and the stool analysis was cleared as part of that wellness claim. It took over 3 weeks for the reimbursement compared to less than a week the year prior and not once did I receive a courtesy call or an email explaining the reason for the delay, just multiple emails stating that there was a delay.