I have a 1.5 year old corgi mix, Olive, who in the past year has had three incidents that had me taking her to an emergency vet on a Sunday afternoon. These incidents ranged from abcesses, eye infection, diarrhea and things of that nature. I felt a bit guilty for having to file three claims in such a short time, but was so greatful to have this insurance. ASPCA's people who I talked to several times on the phone in each of these incidents were always terrific. I love that they always seemed genuinely concerned for how Olive was doing. Actually, there is never a need to HAVE to talk to anyone on the phone. Their process for filing is very easy. The turnaround for receiving reimbursements is fairly prompt. I was able to track the paperwork via the internet also. Again, just a very smooth process with some caring and capable people just a phone call away.