I submitted a claim on 12/26/2011 for a back injury for my rat terrier. The very next day I was contacted for some additional needed paperwork, by one of their very friendly customer service reps. I recieved feedback immediately and the claim was fully processed on 12/29/2011, for the exact amount I had expected to pay. This company does exactly what they say they will, plain and simple. Something I had been missing with our previous insurer. I will be a member for life for all of my pets--VERY HIGHLY RECOMMENDED! With their fast claims process (and the option to be pre-approved for larger claims in the vets office, so you don't have to pay out of pocket at all!), very friendly customer service, and easy to use system of 90% of actual vet bill covered I would never recommend anyone else!!