We have had two claims in two years and both times the wait has been horrid. The advertising says 5 to 7 business days for claims. I called them at 8 business days and they said that "due to a large number of claims the wait is now 12 business days." At 12 business days I called and was told 14 business days. At 16 business days our claim showed on the website as being held. I had to call to find out why it was held. They told me the vet did not sign the form - vet faxed in the claim, I did not get a copy. Called the vet and they immediately faxed in the form with signature. That was 7 business days ago. Two days ago the document telling us why it was held was posted to the web page. Still no payment.
The primary service of an insurance company is a claim, not taking your money on time every month as seems to be the case.
I could not in good conscience ever recommend a company that does not honor their commitments in a timely manner.