I really appreciate the customer service when I call VIP directly. I get a live person who is knowledgeable of their product and can assist me. I did not have this insurance when my dog was younger and I had over $12,000 in medical bills when he got hit by a car. My emergency vet recommended VIP and I have had it ever since. It really helps to keep Winston healthy because I can take him twice a year for his wellness plan and get reimbursed for things like heart-guard and blood work. VIP understands the love you have for your pet and helps you keep him healthy.