I was very disappointed with my last claim that was filed and denied. My pup previously had pancreatitis before pet insurance and I understand that those appointments were not going to be covered. Then my last claim filed for my pup was denied saying that it was due to a preexisting condition, which was not the case because they found a mass that had nothing to do with her preexisting condition. If medical records were truly looked at and went over then my claim wouldn't have been denied. I'm very disappointed with the individuals that go over claims. Poor research in records on their part. I hope this company can improve their search in medical records for my sake and every other animal parent out there!