While I appreciate having the insurance for my dog - and I really do - I have some issues. One is the customer service: they're mostly good, but they're also a bit rude. The other, very key issue, I have is their definition of a pre-existing condition. By their definition a pre-existing condition is something that occurred in any billing year that is not this year. So, for example, our dog has epilepsy. Her first seizure was in 2010. She was officially diagnosed in 2011. Because her first seizure was in a previous billing cycle, the epilepsy counts as a pre-existing condition and they won't cover ANYTHING related to the epilepsy - and that includes the daily dose of phenobarbital she takes.
I really like what they're doing, and I really hate their idea of what is pre-existing. That said, they're the best pet insurance out there.