So far so good. Our 6 month old puppy got gastritis and was not terribly well involving trips to the vet and culminating in a day in at the vet's on a drip. It was all so easy. Log into your account, make the claim online and press submit. Then simply sit back and wait. If you want, you could check progress online which was very transparent and then, we got an email saying that all was good. Wonderful and painless leaving us to enjoy our puppy and not worry.