Every time I've called ASPCA pet insurance and for whatever reason, they have been very receptive and informative. I never thought I would ever need the insurance but, I'm so glad I had it when my 5 year old lab/shepard mix ruptured her ACL and required surgery. It was an expensive surgery because I didn't pick the cheapest repair. I felt that with her being a very active dog, she needed the more expensive and iron clad repair. ASPCA pet insurance never questioned my decision. I was very happy at the speed in which the claim was processed so I could pay the bills as quickly as possible.