I had this insurance since 2004 with my lab at 8 weeks old and p[laced a 2nd lab 1 year later. I agree they were very slow at paying up through the beginning of this year as I also submitted a claim in Jan 2015 and did not get reimbursed until mid march. However, my recent claims that ranged from $45. to $9600. in april and may 2015 are being paid not far from 30-45 days out of submission. I did send the claims via e-mail. If you call, stay in queue, and not have them call you back - that takes several days. Most of the service reps are pleasant. My rating For quickness and response before this year 2015 - I would give them a 2. But for these past few months, I would rate them a 6 as it seems they are doing some quality improvement and is starting to show. I just placed another $500 claim in on 06/22 - I will let you know how fast that got reimbursed.