Theri communciation with clients ishorrible, and they wrap a bunch of red tape around the claims process. If they don't receive all the documentation they need (more like want) in order to process a claim, they will not make much of an effort to contact you in a timely manner to let you know anything. You will need to call them to find out what the hold up is, and if you ask them why they didn't let you know sooner, they will act as if it is your fault. Luckily for me, I did not pay for their sub-standard insurance. I received 30 days of paid coverage from the Humane Society when I adopted the dog, so needless to say I will not be renewing the policy once this claim is finally settled (if ever). I have another dog and she is covered by Healthy Paws. they are so much easier to deal with. I have filed four claims with Healthy Paws, and they have all been paid very quickly and without much hassle.