I bought the insurance 2 years ago knowing my Newfoundlands were prone to leg/ hip injuries. Fortunately, Onyx cooperated and didn't blow his ACL until after the required year without a leg problem, and I was able to get back one third of his vet bill. There is a 60% chance he will blow the other ACL, and if he waits until 180 days from the first injury, I might even get reimbursed a third for that as well!
The customer service people were very helpful and when I didn't understand some of the complicated policy limitations, the customer service supervisor was super nice and made everything clear to me.
I received my reimbursement within a month of submission. I am glad I have pet insurance with ASPCA