My cat had expensive tooth surgery done and I did my research. Was told by Sarah prior to surgery "Yes would be covered" Waited 10 days for any answers and was told by Adrianna supervisor that she would reach out to Brianne adjuster to see if she would pay as goodwill? I was shocked as I had not been notified that they were not going to pay. Apparently Brianne spent five minutes making decision! Madison Serwold Senior Partner could not explain anything about coverage and kept trying to look up information. I asked her why she was not familiar with policies she set and she would not answer! Instead of informing me about denial of claim they informed my vet. Terrible way to do business and I find this too be a waste of money. No more insurance as this was my first try and the worst experience. Rather save money for this type of problem. And no they do not direct bill as my vet tried and was told no everything must be emailed??