I never had a problem before. This time the claims dept. is still waiting for information from a vet that closed 10 years ago!And I told them that long ago! Also said they needed invoices that I sent with the original claims! The supervisor was not available to speak to me and she never did return my phone call. What is going on over there? I have numerous pets insured and always recommended Trupanion-I really hesitate to now.