Intially, Buddy's vet thought that the mass in his abdomen was cancer, but it turned out to be a swollen spleen, which had to be immediately removed. So, there were actually (2) claims that ASPCA handled. When I spoke to the office, the rep easily pulled up my file, asked pertinent questions. After the vet clinic submitted the claim, I quickly received email confirmation and the response scheduled was adhered to What I especially appreciated was the kindness with which I was treated by everyone that I spoke with. And the calls that I received afterwards to check on Buddy.