This was one big mess just to get my dog covered when he hurt his leg falling on ice. The person who initially set up my policy did it as a "new" policy instead of a continuation (as he previously was already on insurance) so my claim was rejected because "it occurred in the first six months of my policy." It was a huge mess figuring it out and I had to prove with documents that I actually did have insurance through them beforehand (which they had no record of... how convenient). It FINALLY was fixed and my policy start date was changed to when it actually started. I sent it back for an appeal... It was rejected again because they didn't have any supporting documentation from a veterinarian supporting an appeal. If they read the file they would have realized it wasn't an appeal based on medical issues it was an appeal based on the actual start date of my policy and therefore would cover my dogs injury. It has been almost 3 months now and the decision is still in appeal for the second time because each appeal takes 6-8 weeks. Definitely needs more communication between departments and they need to review files better before rejection and look at reasons for appeal more carefully. I can't count how many times I've had to call them and deal with this.