During a very stressful time, the representative handled my concerns and questions with kindness and empathy. I was so worried about my cat. This was the first time I ever took Garfield to the vet. He was in perfect health but my friend suggested that I buy insurance and not even 30 days later I needed to use the insurance. I was sure that they wouldn't reimburse me since I didn't have the insurance long but they did. The original representative handled my many calls for updates without complaint and even called me to offer me updates. I was very impressed with the quality of service. I would recommend the insurance.