I expected through insurance to receive any email or even the breast pump itself several weeks out. Instead I emailed them and got a response within an hour, filled out their form, and within 3 or 4 days recieved my breast pump. A few days later I received a follow up email confirming I received everything and in good condition and a letter in the mail containing where to email if I need replacement parts. Never had to speak with anyone and wait on the phone for hours, but still felt they were very attentive and customer focused.