I have had VPI for over 9 years and luckily have not had to use it but a few times. My philosophy is that I will be paying whatever it is regardless to get my dog back up and running, so having the insurance is an added bonus of possibly getting reimbursed. From what people have said, yes their payout structure wasn't the best in the past, however with my renewal for this year, they revised their plans have have a much HIGHER payout structure now after deductibles are met. The plans in my opinion are much better now and if you haven't checked out these new plans you definitely should. Everytime i call VPI i deal with the nicest people on the planet. They always ask how my dog is doing and you can hear in their voice they are genuine pet lovers. The claim process is easy to use.