People on the phone are wonderful, they seem to really care about your pets and my couldn't be friendlier. I had never used the insurance before and hoped I would never have to and the review process does take a bit longer then I think it should. My veterinarians gave them all the information they needed right away but the payment did not come through right away. As a matter of fact I'm still waiting for one. But in the end if they come through that is what matters.