I have had VPI insurance for my dog Sydney since she was a puppy (she just turned 6). She has had some health problems, the most recent pretty severe, being diagnosed with Lymphoma. She also previously had a malignant mast cell tumor. Yes, I do pay for the premium plan and an additional cost to cover some cancer costs. During these times, I have had to call VPI to determine what might be covered and sometimes had questions about filling out a claim here and there. My experience has been: 1) I always get someone on the phone right away 2) They are ALWAYS friendly 3) There have been times where I did not submit a claim right away (several months later) and am never given a hard time about the delay. Sometimes they do request additional paperwork, but I keep good records. 4) This last situation with cancer has been very hard and the poor lady who got me on the phone while I was a sobbing mess handled it so well, and with much compassion. I have always been happy with the service, but especially now, when I don't have the time to deal with nonsense. The process has been so easy, and the service wonderful. We would not be able to so comfortably get treatment for our dog, and give her a good shot at an extended life, without it. And THAT is priceless.