Our 3 year old German Shepherd was recently diagnosed with severe hip dysplasia and osteoarthritis. I have submitted many claims and they respond with an hour via email telling me the claim is in process. Shortly thereafter I get an email saying the claim is complete and itemizing the payment...The check is mailed shortly after that. I have had to make several calls to them as well just the reassure myself that certain items would be covered (hydroptherapy, acupuncture, etc). Their customer service reps are so helpful and responsive. I am absolutely thrilled with this pet insurance . I never dreamed we would need it for such a devastating diagnosis at such a young age. Having the insurance has been such a help through the whole process. I highly recommend them...and am so grateful to have the insurance. Our GSD is the best dog ever and it is so good to know we can help him get better.