I called about 2 weeks after the submission of my claim to ask a question regarding coverage for another issue. I asked about my previous claim during that call and the support agent said the claim was still in process because the charges did not add up. He said average 14 days for claim processing. I reviewed the claim and found the charges did add up and called back to let them know. The second agent said there it looked like there was a second page based on the staple and that they were requesting the second page. I submitted the second page which only had small print and "Thank you for allowing us to care for (your pet)," called again and spoke to a 3rd agent, whom said processing is up to 45 days and said all information has been received. The claim was finally processed and I am satisfied with that, however I have concern that if I had not called regarding a different concern and asked about the claim, I would not have known that more info was needed or that they did not initially see all charges.