While I was quite disappointed at first with PetPlan's impersonal form letters, seemingly asking me for items I'd already submitted and turning down claims with no detailed explanation, I am now a fan. Brittany, in customer service, became my point person and streamlined the process considerably. I really felt she was an advocate for us. She also pointed out that if I went on the website, I could see a more detailed explanation for the claim results. In the end, I was completely satisfied that I received my just due under the plan. Only because of my initial frustration and the amount of time I poured into the claim, I can't give this first experience a stellar rating.