I have only used this insurance for preventive care so far. When I got the insurance a little over a year ago, claims were paid within 10 days. They advertise quick claim processing with the average claim processed in 5 days. My dog was seen on 2-15-20 for preventive visit and wellness check and has yet to be processed. I contacted customer service and was told process time can be up to 45 days. I received a survey about customer service the next day. Quit sending surveys and process claims! Definitely considering changing insurances.