I actually had to use it. My dog got hit today and suffered a broken leg and I'm not sure what else at this time. In my error I didn't complete a Dr. Health record on my dog. Therefore they won't cover anything not even putting him to sleep until after 6 months, I've been with them for 5 months. His injuries are obviously recent and impact related, nothing pre-existing what so ever. I call it an insurance LOOP HOLE, a way of getting out of paying for their insured. Customer service is decent, the plan affordable and the reviews great. I just can't believe the company in pet care doesn't really care. Very sad my son and I our loosing our four legged family member over a piece of paper.