Reimbursement at 80% is good however your underwriters leave a lot to be desired. We have had this insurance for 15 years and have found recently that the underwriters do not seem to pay attention to what our vet lists as a reason for a visit. Twice they have listed a condition for which our pet was not seen for and once this resulted in no reimbursement. We had to file an appeal and wait for that process. We have also had the problem of late reimbursements due to "high claim volume". Perhaps you need more staff? If we ever get another pet we will look at different pet insurance.