My dog has been insured with VPI for nearly 8 years. I have made several claims over the years including a broken leg and surgery for same, as well as eye infections caused by a groomer. In every instance, I have been reimbursed exactly what I expected. My claims have been handled promptly. I haven't had to contact them by phone as their web site is very user friendly. VPI has been a great investment for me and my dog!