The biggest challenge that I faced in my last job was when an insured would call in regarding their claim for their pet, and that claim was denied due to a pre-existing condition. Pre-existing condition claims were never approved, and even if they appealed, it would still never be approved. But that was the only thing that I could do was to offer an appeal, and they would submit the claim again for another review. But in all honesty, in the contract language, it says that pre-existing conditions would not be approved. So I was very limited in what I could do. I just had to show empathy and show respect and offer that appeal process, even though I knew that it was not going to be approved.