Our new puppy broke her leg when she was 17 weeks old, and as new puppy owners were were understandably distraught and really clueless about what her surgery and rehab over the ensuing weeks would hold for our family. When I paid for the first (enormous!) invoice for her initial surgery, I went home while she stayed in the hospital and went on Healthy Paws web site to find out how to start the claims process. The site was informative, easy to follow and all the "paperwork" could be done electronically. Healthy Paws emailed me right away once the paperwork was submitted to let me know the claim was processing, and the payment came very quickly. We can't say enough about how reassuring it was for us to have Healthy Paws insurance coverage during our puppy's recovery.