Our dog (a young puppy) had taken a bad jump and ended up with a complicated surgery (implant pins on growth plates in the femur). We ended up with large bills amidst having to care for a recovering puppy, so time was of essence. The process with claims processing was just about perfect: efficient, clear, simple, quick (<2 weeks total), no wait time on the telephone queues, all explanations were given by emails, the staff was perfectly patient (I was stressed and was likely NOT the most cordial customer at that time) with all my questions. We now have a perfectly healthy puppy again, very minimal out-of-pocket expenses, and we hope to remain customers for many happy years.