I took my dog to the E.R. after he let out a howl when I tried to pick him up. They gave him pain meds and anti-inflammatory. The next day I took him to his regular vet who did an exam and x-rays. I sent in two separate claims so that may have caused some confusion, however, I am most pleased with the prompt turn-around time and the fairness of the claim. I would also suggest you are very careful in entering information if you choose to use direct deposit. I would like to verify that I entered my account no. correctly. While I can access the routing no., I have been told by customer service, there is no way to access or verify your account no. I just have my fingers crossed that I didn't make any typos. Although I'm sure I didn't, not being able to confirm such information is a bit unsettling.