After submitting a claim they only refunded part of the expense. We have the 100% coverage and were inside the amount pre-established allowed for use. In the booklet received states clearly that there is 100% for the specific claim. I called and it took their claims customer service agent over 10minutes to find a little line stating that "expenses will be limited to the reasonable and customary charges generally paid in the area where the services are provided". However it lacks the amounts for the area, it lacks info saying that we need to call to know, and when you call they say that the amount is subject to change without notice. Of course they will always have upper hand on being right, they make the rules. Interestingly enough, as I said, it took their own agent, someone who works answering questions about claims on a daily basis with all the inside info, over 10 minutes to find a little line that isn't clear enough. I asked to speak with a supervisor... 72 hours wait! Ridiculous and disrespectful!