I filed 2 claims for my dog's gastroenteritis (which required hospitalization). It took time to get his records from the various vets that have treated him over the years. This was the first claim for this dog, so there were 4 veterinary clinics/hospitals over a period of 9 years. The first time the claim was processed, the wrong dollar figure was used---the invoice was incredibly confusing to read. I called and the customer service person was great, had the error fixed right away. I've been pleased with the customer service every time I have called or emailed with a question.