So this was the first claim I placed with them. The customer service was great, as was the explanations they gave me about payouts and deductibles when applied to my specific case (Mind, I didn't know much about how insurance worked prior to this). The only thing I could ask to improve on was the reaction time. In my case, I had accidentally added information that wasn't needed (I put in the name of a vet my pet hadn't previously visited, thinking that I would bring him in one of these days anyway) and it took several weeks and a call from me to confirm that I had made a mistake. Otherwise, top-notch service. I'd recommend them.