I always find them very helpful. Very professional in explaining what's covered or not. I am so happy I have this insurance for the health and well being of my dog. I love my dog and I will do anything to make her comfortable and healthy.The staff are wonderful, they seem to love my dog by the way they deal with my questions., that is very comforting. They communicate right away thru emails if you do not have complete paper works, and reimburse your money as soon as they are ready. I have this insurance ever since my dog was a puppy. You never know what will happen. If you love your pets I highly recommend to get insurance. We love our PETS!!