I have had very good experiences with customer service and processing throughout my (4?5?) years with them. I only hold to 4 stars because I feel that some of the benefits are falling behind the reality of veterinary services and products. There are so often huge gaps between the real cost we experience and the reimbursment levels. I know higher reimbursement would cost more but it would be up to customer's to decide the cost/benefit of higher premiums for higher benefits. I think for many people, pet insurance is not to pay for things they cannot afford otherwise but as a way to spread the costs over time, rather than deal with a steep hit all at once. As pet insurance becomes more common, I also question if the companies should not get involved with negotiations on pricing if the provider wants to be first choice by insurance holders.