I purchased an insurance policy last month for my dog - essentially to cover expenses in the event of a major accident or illness. So I can't comment on the insurance plan since I haven't needed to use it (and hope I never do). I also purchased the Wellness plan and submitted a claim (annual vet visit, shots etc). Customer service is excellent. Promptly acknowledged receipt of claim, how long it would take to process, etc I received confirmation of reimbursement last nite. The entire process took about 10 days and I am happy with how easy and effortless it was.