I have been pleased with how my claims have been filed in the past. The last two claims I have filed have been handled very poorly. My vet faxed the form and statements from the vet office in my presence. I was informed via e-mail from the claim department there was no itemized statements included in the fax. The vet then re-faxed the statements--again the claims department say they have not received the itemized statements.Since there is a large time difference, and I was receiving e-mails, I tried to resolve these issues by responding to the e-mails I was sent. My e-mails were never answered. I have now mailed the itemized statements to the claims department and can only hope these are not also misplaced or mishandled.