I've had the insurance for two years now for two of our dogs. I've found the service to be pretty good. I never like finding they will not cover the full amount I've been charged by our vet, but they've always covered most, if not all, of the charge.
The turnaround time on claims being submitted is generally good, but has sometimes been over two months. That's only occured when they had to get more info from the vet and my vet has been slow to comply so not really the insurer's fault. I usually call if it's been too long and I've always been met with helpful service.