We had our vet submit a claim several weeks ago and despite faxing documentation requested 3 times, the insurer continues to send us emails (no calls!) that we had failed to submit info. We called and asked them to please call our vet to clarify the missing info. Their call agents are young, earnest people but we still await action. Our vet has heard nothing!
Their marketing is appealing, but trust me, it's delay tactics to avoid responding to any legitimate claim. It's really a profit driven motive to impress Wall Street investors. Pet owners suffer. We cancelled our coverage.