They just recently forced clients to only submit one invoice-type document with claims, but that's not always best, as the claims reviewers appear to have 30 seconds to look over content. Even with including a note that said there was a separate deposit that occurred for a vet's therapy visit, and reiterating what the full total was, they still lowered the overall visit amount by the deposit amount in one instance, as if that deposit hadn't happened. So I had to follow up unnecessarily. And that's not the first time something has been overlooked. The reason for 2 stars is that the customer service reps are often as helpful as possible, though one was clearly taking out frustrations in general on a call, when I asked about how long a claim response to expect (she basically had the attitude that they had X number of days left before reaching the full limit of time allowed--a 30 day response is a pretty low standard to be applying as your Gold Standard). I am just starting to get reimbursements, and am hopeful things will be simpler moving forward, though not very sure.