As a first time user, I received an email requesting assistance that I would have to redo EVERYTHING on my insurance papers. However, when I called to verify this information, the agent I spoke with explained that only three documents were necessary. My vet's office faxed immediately. She was very understanding and courteous. It was a pleasure to speak with her. Also, Pet's Best has been recommended to me to be more accurate, better paying, and faster with claims than other companies.