Overall, I've been very satisfied with VPI. When I've contacted them with questions, I've been answered quickly and thoroughly. The last claims I submitted were returned within two weeks which I think is good, but then there were fewer of them. They generally take about a month. On the downside, sometimes I find the forms and the explanations difficult to understand. In addition, of course, I wish the reimbursements were greater and wish VPI would raise the caps on payments for cats with major diseases. I would definitely recommend VPI to a friend.