Kandi is a mixed breed small (shih Tzu and miniature poodle)Kandi injured her right hind leg playing in the back yard. It resulted in a complete tear of right cranial cruciate ligament.(this takes 8 to 10 weeks to heal properly and Kandi had to have 24hr/7days a week care to make sure it would heal properly(MOMMY WAS HER NURSE). This required surgery the next day and resulted in a $2,600.67 bill due at pick up the day after surgery. I followed pet plan check list and submitted 6 pages of information. I submitted everything through the internet and pet plan sent me a email indicating they had received and would start the review process in a few days. Iwas able to check the web site to see the status of Kandi's claim over the next three weeks. I have a very good policy so I received a large percentage of my monies back minus my deductible and 20% co-pay.(a check for $1,980.54) 3 weeks from submitting claim. About 3 days later I was called by Sr. Manager Customer Service Lindsay Robbins and she wanted to know how Kandi was doing.She was sincerely interested in my baby girl health so I told her everything about Kandi. I was with another insurance company 5 years ago and they processed their claims quickly but they were more expensive, deductibles were higher and they only offered a 70/30 co pay plan. I did a lot of research before joining Pet Plan and they really are the BEST.