I had to submit multiple claims for my cat over a period of a month, and since it was my first claim I called a couple times in order to make sure I was submitting the correct form, with the correct info, etc. Each time I called I was on hold for less than a minute, and the customer service rep was friendly, knowledgeable, and overall just nice. I never felt as though my claim would be denied. What they say they'll cover they cover. A simple, hassle free process for submitting a claim for my pet. Thanks Trupanion.