I have had positive experiences with their app and the people on the phone. My issue has been price. My dog has been insured since 2016, highest coverage possible. When getting divorced and moving the service to my name, they attempted to make me start a new account and lose the coverage I had. I had to argue and fight and it was silly and frustrating. Then last year my monthly service went from about $240/month to $367/month. It’s an insane increase for a customer who has been loyal before per insurance was even popular. When this dog passes I’m not confident I’ll continue with them due to cost. I’ll likely look elsewhere unfortunately.