We have been with PetPlan for almost 4 years. Our dog, Sachi, had an accident on her knee and was diagnoised with ruptured ACL and needed a surgery. Since it is a major service, we went through the pre-authorization and got the confirmation of approval in three days with all the details on how it will be paid. After the surgery, we submitted the claim. We were not asked any further questions about the claim and got the check in a week. It's really a hassle free claim process and we can't be happier.
Over the nearly four years with PetPlan, we have witnessed their effort on improving customer service including simplying the claim process (you can claim by mail, fax or email). They know what the customer wants. Highly recommended.