Very easy to work with and answered my questions via phone or email. My dog had her first knee surgery @ 3, second one @ 5 and then cancer/jaw removal @ 8. I affectionalty changed her name to Lemon insteed of riley on occassion. Without the insurance I may have had to make a very painful decision regarding her jaw surgery. I have also been lucky to work with a claims specialist @ the UT Vet school - they make sure my paperwork is complete and sent in a timely fashion.