We have had VPI for our three dogs for almost three years. Our oldest tore his ACL and had to have surgery to repair it. I submitted the claim via email on 7/22 and they completed processed and issued payment on 8/3. Based on research I did about them paying claims I was a little worried when submitting it. However I did submit his full medical records with the claim, going back to the date we obtained coverage to prove it was not a pre-existing condition (they will not cover ACL surgery within 12 months of coverage). I also read on their website that they will require medical records with a surgery so I thought it best to submit them with it, I think that helped with the prompt processing and payment. Based on their benefit schedule I figured out what I thought we would get back, it turned out to be more. We are very pleased with their prompt response.