Our 11 1/2 year old German Shepherd and 10 1/2 year old Lab have needed some expensive vet services. Mostly ACL and, recently, spinal surgery. VPI has always paid what they said they would. The last surgery on the spine cost us almost $7,000 - and VPI paid half. Later, when we sent hand-written notes from the vet, they gave us $700 more due to a secondary condition that was not explained in our first submission. When we have had questions we have always been able to speak on the phone to a REAL human being (which is wonderful!). In fact, it was that wonderful human who suggested getting the vet notes to re-submit for more reimbursement! I would highly recommend VPI in terms of customer service, easy access, and reliability of payments. The down side is that now I am reading about other insurance companies that reimburse at higher than 50%. I just do not know how they would compare in cost of premiums. But for 6 years we have been very satisfied with VPI.