I submitted a simple wellness claim for my dog's vaccinations, heartworm test and prevention, and flea & tick prevention. It has taken well iver the 5 days they claim and their representatuves even told me that it is odd to take so long because wellness claims typicall take 2 days to process. I submitted the claim on May 11th and it is now May 24th. Theu sent me an email saying that they direct deposited the money but, depending on my bank's policy, this may take 5-7 days to go through. I contacted my bank and they told me that the direct deposit should go through immediately. A little background on what I have been going through. When I submitted the claim I submitted it as routine. The claims department took it upon themselves to change the claim to an illness claim for a pre-existing ophthalmic condition. I in no way made a claim for this ophthalmic condition and even contacted them to let them know that on the invoice it shows she was seen for this pre-existing condition but that was not what I was claiming I was simply claiming her routine care pruor to them changing the claim, again they took it upon themselves to alter the claim without notifying me nor getting my consent. They also claim that the ophthalmic condition is undiagnosed which is untrue. I gave them the diagnosis upon applying for the insurance. I got the top tier plan. This is how they treat the customers that pay for the best coverage!!! This is absurd. I feel they claim the opthalmic condition as undiagnosed so that, in the future, if she becomes ill and the illness has an ophthalmic symptom, they can try to claim the illness as pre-existing. She is in great health she simply has an eye problem that is already diagnksed and not telated to any illness. That is a big red flag for me. Anyway, they have not fulfilled their contractual agreement and used misleading and deceptive marketing practices to entice consumers into paying for their services. This is unethical. I am a disbaled veteran living on a fixed income. This has caused me great grief as I have not been able to buy groceries and my fridge and cupboards have been bare for a few days now. If I had known that the claim was going to take so long I could have split the vet visit to getting her vaccinations one month and preventions the following thus being able to have money for groceries for the month. On top of that they send me an email saying they made a direct deposit which is completely untrue. I contacted my bank about their direct deposit details for the amount they allegedly deposited into my account and my bank told me the direct deposit should have been immediate. This was a blattant lie on their behalf to buy themselves more time. I am extremely livid and disappointed with this company. I will be cancelling and going to another company. This is completely insane.