If you need to speak with someone, it will be challenging. The chat feature doesn't usually address issues appropriately, and it's difficult to speak with someone in person. Like most insurance, it's a gamble. But it didn't work out financially for our young healthy dog. There was lots of things that didn't qualify in the way I thought they would. A three year old dachshund requiring a tooth be pulled was considered routine care and so wasn't covered. This didn't make sense to me as it isn't routine for a young dog; it should have been covered under illness instead. Anyway, not worth the money we paid for hoping to get things covered. Like most insurance, the money doesn't necessarily go to the pets it's meant to cover.