We opened a policy for our cat Cleo when she was about 16 yrs old. In March 2010 when she was 17 she developed some problems...impacted feces, kidney disease. She was treated, we filed a claim and received our claim settlement soon after. Her illnesses caused her health to decline quickly in Feb. 2011 (she was 18). Again all claims settled quickly. We did have to put her to sleep 2/28 and learned they would cover some of the euthanasia/creamtion fees (after $100 deductible). I figure they paid out way more than we paid in ($21.19 a month)which is not what you would expect. The customer service staff is excellent too. If you don't have Pets Best insurance..GET IT!!