Overall, I've had a really good experience with this company for the past 8 years. But on my most recent claim, they did not handle it well at all. I received multiple emails from them, stating that there was a delay on their end because they were needing to contact my dog's vet for additional information. Turns out that was not true, AT ALL. They denied my claim for particular wording on an invoice. And instead of contacting the vet for clarification, like they implied they were, they just flat out denied the claim. I'm super disappointed in the situation because now I have to go through the appeals process for something that absolutely should be covered under my dog's policy. The 2 customer service representatives that I spoke with honestly sounded like they didn't want to be at work that day and couldn't provide any additional assistance other than telling me I had to go through appeals, which can take up to 60-90 days. I think it's absolutely absurd that they would deny my claim under some impression that my dog is pregnant when she is 8 years old & spayed. Make it make sense. That info has been documented on every single piece of paperwork that has ever been provided to them. So the lack of care in claim handling & to finalize a decision without actually reaching out to her vet to clarify wording on an x-ray is just baffling to me.