Customer service is awful. I called on 2 different times to see if something was covered. Both times the agent said yes. I submitted the claim only to get a denial letter. VPI will find any excuse / reason to deny your claim. One of the claims I faught thru the BBB and the State insurance board. I won! it was VPI's error in giving me the wrong information on my policy. Their customer service agents can't even understand / explain the policy properly. Poor training and poor customer service! In the end, the owner will get screwed with a large vet bill. I have 2 policies with VPI and I will not be renewing with them when they expire.