My dog had a tumor on his hind leg that had to be removed. My dog also had to undergo surgery for this procedure. After I filed the claim, I received e-mail statuses on the issue - letting me know that they have received my claim, that they are reviewing it, that the reimbursement check was mailed, etc. Customer service even reached out to me at the end, via e-mail, asking how my dog was and to "give him a hug" for them - how sweet! I was so glad I chose this company for my dog - it is by far the best.