After reading up here, I got very concerned about some minor things not being covered with my dogs. I did write to the rep that handled my claims most often to express my concerns and she took a lot of time to address them. I appreciated this and as a result I kept my dog with PetPlan. While they do bicker a bit about the little stuff and you've got to fill the form exactly to match the invoice and get a diagnosis, they do keep their word once you get through the hoops. However, having that relationship established with my rep turned out to be vital when my dog 7 months later got very sick. I'm not sure that without it, I would have had the same degree of success or it, at least, probably would have taken more effort on my part. She really went to bat for me after she had taken so much time to reassure me earlier.