My 12 year old cat Corky recently developed a neurological condition that required an MRI to rule out the possibility of a brain tumor which cost over $3000. Initially my claim was denied based on a pre-existing condition. When I spoke to the customer service rep. in charge of these particular issues he reviewed all the information and recommended an appeal which he guided me through. After reviewing additional documentation from Corky's doctor PetPlan reversed their decision and covered all her medical costs in accordance with the terms of my policy. I can't say enough about how well I was treated by the customer service rep. and how pleased I was with the final outcome. I chose PetPlan 5 years ago after carefully researching many companies and have my 3 other cats insured with them as well. I never had any issues with claims prior to this and feel that their willingness to reach out to Corky's doctor and speak with him directly to try and clarify the issues is proof of the integrity of this company and I highly recommend them.