Supposedly once they receive your claim there is a 10 day turnaround well it is now.September and I am waiting for Junes claims. I have had to call my vet to have them send her records 5 times for the same claim. That is ridiculous. You want my money but don't want to give back. After my 13 year old dog dies I will be looking for a new plan. I am thinking about Go Pet plan.. I have tied up about $2000.00 I have paid out waiting for some return. NOT a very reputable outfit!