It never occurred to me when my 3 pets were young, that one day they would age and may have medical trouble. Although I'd been with a couple of other pet plans over their lifetimes, petplan has impressed me the most. Once they have all the medical records in hand, they pay the claim fairly and quickly. If I have questions, they respond to email as quickly as they would a telephone. I'm pretty sure that the cutomer service rep has a certain kind of patience to answer inquiries from a client who is incredibly grateful for pet insurance while suspicious of "insurance" in general. Pet Plan proves with each claim for my kitty's chronic issue,that they can be trusted and they really are "pet people." They've earned my trust, for the long term.