Healthy Paws has been hard to work with from the get-go. I had to have my vet call them to explain that a procedure was not related to a pre-existing condition -- while they ultimately approved the claim (thanks, dr. Dunning), that exemplifies their efforts not to support customers. Also, make sure you read the fine print on EVERYTHING — emails, website, printed materials, etc. They do not make some things obvious, so do your homework. Customer service is incredibly impersonal and feels like an exceptionally cheery bot. I probably wouldn’t be half as upset as I am if the customer service people were at all apologetic when they aren’t able to help. Getting a negative email with cheery exclamation points creates a weird cognitive dissonance. Whoever heads customer support needs to take a communications 101 class.