After reading all the nasty reviews I felt the company could use some good words. Under the terms & conditions of my policy the company has 60 days to respond to my claims. So I count myself lucky if it's done sooner and appreciate the fact that turnaround times can always vary. Why people are holding the INSURANCE COMPANY liable for the time frame the MAIL takes to get to them is ridiculous. My pet had surgery to remove a lump a while back. I followed the instructions and made sure they had everything they needed and my claim was paid hassle free. This business of holding them responsible for missing info for YOUR claims is nonsense. If it's your claim to file then file it. Don't leave it for someone else (your clinic) to submit for you. Take responsibility for your pet and your insurance. I would recommend this company to those who actually understand and grasp insurance. They are nothing but pleasant to work with!