I have had challenges the past few months getting a claim paid that was denied initially for outstanding vet records. There was confusion as the vet records were provided on letterhead of another vets name (the two are owned by the same company). Once that issue was identified it still took 5 phone calls and nearly 2 months for the claim to be processed and paid. Admittedly I started communicating with my HR about other pet insurance options. I am now cautiously optimistic as things seem to now be correct and hopefully my future claim experiences will be better.