I was optimistic after seeing all the good reviews, and I do my research. After reading about hereditary and preexisting conditions, we were told a certain condition would be covered (in writing!) and it wasn't . There was always an excuse or loophole of some kind. We would have our dog treated regardless but it's the fact we we told one thing and it was in fact not the case, we have no piece of mind since we cant trust what we are told, and we will always wonder what loophole they will try to use to get out of reimbursing us in the future. The only reply we we got was "Apologies, You shouldn't have been told that." With the notice of premiums and deductibles going up and coverage going down we took it as a sign to terminate our policy. We can't trust what we are told and that is very disappointing.