I had VPI pet insurance for years when it was one of the only pet insurances available. One dog never used it, the other dog paid off it's premium every year. What I found was that one bill they would pay a good amount, and the next bill they would pay zip. I would spend HOURS on hold waiting to talk to somebody and there was nothing that ever said how fast they had to reimburse the customer for their bills. I would call and ask where the check was and they would say they hadn't gotten to it yet, etc. I think they felt that if the dog used the insurance every year, they didn't want us for a customer and tried to make us miserable to not buy their insurance again. That worked. I used to always refer people to them, now I tell people to avoid VPI.