My dog broke his leg and had to have surgery. It was close to $2000. After a month of waiting to get reimbursed, I called them. They said they needed medical records to see if it was pre-existing. Okay, even though I had a policy for 5 months at this point. My vet faxed the records. I called to verify they were received. I was told they were and my claim was being processed. Three weeks later, no check. I called again and was told they were waiting on records which was BS since they told me they had the records. I had my vet fax again. Two weeks later I get an email that my claim was finally processed and approved. It took another 2 weeks for the check to arrive. It took 3 months to get my money. It took my sister 6 weeks to get reimbursed for flea medicine. They advertise reimbursement in 2 weeks! Not even close. I wouldn't mind so much if they were honest about reimbursement time. My Also you have to wait on hold FOREVER to even talk to someone and they NEVER return voicemails. We are looking into switching companies.