The service is very good on the phone and the processing expedient. I also like the Vet direct pay option. What I am completely unhappy with is that several times a year the premium keeps going up even though I do not use it. It has gone up 22% since I began 5 years ago. I spend a lot of money on preventative care for my dog. I should get a better premium for taking good care of my dog, like my car insurance, which gives me better rates for being a good driver. Then once in a great while when I do use the insurance, the payout is extremely small. ie. my bill can be $300 and I get $48 back. Horrible. But now i'm stuck with this insurance company. Buyer beware.