Our veterinary assistant recommended VPI - she has 4 dogs. A customer in the office at the time reinforced her recommendation. SO we purchased it - both dogs were completely healthy at the time. Well about 8 months later, one dog developed tumors, required surgery, biopsies, meds. etc. VPI responded promptly and the customer service was great. We received the return we expected based on reading the policy at time of purchase. BUT - our vet was knowledgable about how to correctly code each procedure - and anything we had questions about VPI advised us. Tumors were not malignant - dog is healthy again and and we have renewed our policies.