My dog died under the care of Banfield. I was sent to an emergency room and charged approximately $600 for the visit and having my dog euthanized. Called and requested cancellation of policy or reimbursement for emergency vet. Banfield refused initially. Called headquarters and still no response to my request. FYI...I have been a Banfield customer for over 12 years. User's recommendation: Stay far away from this company.