This is my first experience with vet insurance and I just renewed my policy. I have only had to submit one claim and it was paid per policy limits. I do think the "reasonable/customary" limits are low compared to what my clinic charges. However, when a large vet bill is incurred, most anything is appreciated. The customer service personnel are very polite, warm, easy to understand, and knowledgeable. I was glad to see the additional coverage plans but, unfortunately, I cannot afford them. I AM happy with the basic plan that is affordable for me.