As with most insurance companies, they will do ANYTHING to not pay a claim. We've spent thousands in premiums and deductibles over the years... and have seen little return in comparison (part of the insurance gamble, I know). Every claim requires extensive paperwork, calls back and forth between the insurance company and vet, it's exhausting. Ultimately, if they don't want to pay your claim, they'll find a reason not to (regardless of what the vet says). I am a strong proponent of pet insurance. If you can afford it, at least get a policy that covers illness and accidents. But I would not recommend this company specifically. Their customer service is less than polite. When they do pay claims however, it is a quick turnaround.