We took our dog in for acl surgery on 9/1/11 and we had a check in our hand 9/25/11 for the full amount. We currently have 2 dogs covered under the VPI major Medical plan and they have been fantastic with all there claims. Everytime I call I speak to someone with knowledge and true compassion for your pet. They go out of there way to make sure they answered all of your questions. Follow up is great and as well as customer service. I would recommend VPI to anyone that has pets. Completely satisfied!!!