Trupanion sends letter stating processing claim and states if needs more information will let us know. We receive explanation of how claim processed and what applied where. It is awesome customer service. My older dog has different insurance (didn’t know about Trupanion and dog too old to change) and has never paid a thing. Just continues sending letters saying need info. When call they are reprossessing. Never an EOB. Trupanion is awesome in keeping you informed throughout whole process. Definitely would I pick Trupanion if have another pet and would recommend to anyone.