They rejected a valid claim for an antibiotic without bothering to call my dog's vet to find out why it was prescribed. I had to spend almost 1 hr waiting on the phone to speak to a live agent who "helped" by telling me that I can submit a request for reassessment. Why wasn't this stated in the letter in the first place, with the reassessment request form included? Now, I have to ask my vet to submit a signed statement explaining why a valid claim for an antibiotic is valid! They are very quick and consistent though in charging me almost a $100 each month in premiums.