Contrary to some negative comments, I want to give the highest rating. My dog, Lulu, who passed on a few weeks ago, had several health problems and had to visit her vet many times since we got her three years ago. All of the claims that I submitted were processed promptly and nothing was denied. I always got the reimbursements within two weeks after they received the claims. Their customer care staff always responded to my emails in one or two business days with fully-satisfied answers. More importantly, We received a hand-written condolence card from staff !! and they refunded a portion of the monthly payment because of her death. I have always felt that their service was top-notch. I recently purchased a policy for my new dog Lola. Her paperwork about whether she was spayed that I submitted to them had wrong information and it confused them but they corrected the policy very quickly and also gave me a refund.
Whenever I have a chance, I recommend the company to other pet parents.