The speed with which claims are processed is excellent. It is confusing about what services are covered at what level of coverage because when you are at the vet you obtain the services they suggest. Has resulted in some "surprises" in the size of some reimbursement checks.
Staff are always courteous and professional. Keep an eye out for claims where they want info. from the vet as they never seem to get it! If you don't follow up with vet or send the records yourself you will get frustrated. Personally, it's most likely a vet issue because they've already been paid; where is their motivation to send in requested records?!
Have had the plan for over a year for our first puppy and gladly added for our second a few months ago. Would suggest for anyone with a pet but especially dogs. Puppies are REALLY expensive with vaccines, little "issues" here and there, and sterilization that you will easily spend $1000+ the first year. Having the coverage for reimbursement has been nice.