I have been a customer for a number of years, and have been very satisfied with the plan. However, my last claim for my new dog, Shyla, was completely mishandled. First, it was processed under my other dog, then it was "closed for lack of information." I was never notified or questioned for additional information. After I sent a message on your website, I received a reply and, after refaxing the paperwork and an additional receipt, the claim was processed. I can understand if there is a question about a submission, but do not understand why the claim was closed without any notification. It is not a very professional way to do business.