I am generally pleased. Most claims are covered. The staff are particularly good at providing prompt acknowledgement of a claim receipt and in providing status updates. Payments are usually very prompt once a determination has been made as to what is covered.
All the emails I have received have been very courteously written in addition to being informative of status or request for more info.
My one frustration is that I have had to go back to the vet to ge more documentation when I thought the invoice, or what the vet office wrote on the claim might have been sufficient.