Rec'd email that claim was incomplete- phoned ASPCA to determine where we were deficient. They had by mail requested the records from the emergency clinic- but no one had "called" the clinic. It took me several phone calls to the manager to assure that this happened. Feel like this is insurance for people since I had to "fight" for the claim on my pet's behalf. Had I not called ASPCA to see what the delay was- the claim would've been denied.