Thank you for your input... Looking at the numerous replies, it appears that there is no single standard for service. Some members have received service for one incident and another does not. Money is important to us but I would rather pay more for a service that is guaranteed rather than (as appears to be the case) service that servicing agents "want or do not want" to give. The service that is being paid for and what some of our member are receiving is at best ambiguous. I do not want to be in a situation where this service is needed and the only service I receive is "Sorry about your Luck".