I first insured Riki shortly after her first birthday... at the time they were the only pet insurance company around.... Within a week, Riki was at the emergency room with hemmoragic gastroenteritis... VPI paid all but about $200 of the $2000+ bill. It did take a while as they understandbly wanted to review her records. But over the last 13+ years we had more conventional claims, and all were processed in a timely manner. I got great customer service whenever I called and claims were processed promptly. Yes, you do want to understand the policy and what is covered and what is not, but if you aren't sure you can just ask, and they will explain. I cannot tell you how much peace of mind you get knowing that they are there behind you whether it is a regular check up, or scary illnesses or firghtening injuries, especially in the middle of the night at the emergency room. I would highly recommend VPI, and will be getting a policy on our next pup.