I really hesitated to even bring this article and all the comments that follow it up for you to read or discuss, but it runs the gamut of pet owner's opinions about pet insurance. Since I visit pet forums frequently, I've seen all this before, but it might be interesting reading for some of you. Some pet owners point out in the comments what I will say below, but you'll find that some people think that all insurance is a scam, especially pet insurance.
Granted, the customer service by this company left a lot to be desired, but as is often the case with pet owners who have bought pet insurance and then had a claim denied, they reach the conclusion that pet insurance just isn't worth it. This is why I stress so much to know what you are buying when you buy it. This is your responsibility as a pet owner and it is usually available in black and white in something called the "policy."
Therefore, do your due diligence and research, research, research. You will be much more likely to be a happy and satisfied customer if you do.