Have been with them since 2011, no claims till this year. Submitted one it took them 7 weeks to tell me OOPS you took to long to submit this WE WILL NOT PAY! For 5 + years they DID NOT fail to deduct on time their money$$$ EVER or raise their rates EVER. However I am late and WOW they are KEEPING MY MONEY. THIS IS after I have called to ask why they are taking so long to pay my claim, and the customer service guy says " oh you have to wait it will be 4-5 weeks" it was already 6 weeks. I have never had such poor service. Then today I get the letter saying NO MONEY. I am dropping them and going with another insurance. THIS company is horrible, if you are not crazy get out, look at Pet Best or Embrace, or Figo. they have better rates. I am choosing one one of them.