I've had their "pet insurance" for my dog for about a year when I decided to cancel today. I was fed up with the slow claims process. When they did happen to process a claim, it was denied because of "pre-existing conditions". The vet at Banfield hospital completed all the forms for them for every visit and forms they needed as part of the application process. It was to no avail as they would charge my credit card and never reimburse for any visits. I fell for this company because they were highly rated. It was just all smoke and mirrors.