This has happened AT LEAST 3 times, in the last policy year, therefore I will write 3 reviews based on this ongoing situation. I have a policy that has a 100% reimbursement rate.
This is review number 1.
My dog was diagnosed with a condition that requires daily medication. My $200 deductible had already been met. I filed a claim for his monthly medication, which is perscribed by his normal veterinarian who is not a "specialist", with all documents required, and the "NO" box checked under the "Emergency/Referral/Specialist" column. Therefor, I am entitled to a 100% reimbursement of the claim. However, upon receiving the check back from said claim, Pet Plan decided to only reimburse me for only 80% of the claim. Luckily I noticed this and then had to call Pet Plan and try to explain this situation to their less than adequate customer service. Eventually, the Rep decides I'm right, that I do have 100% reimbursement, and that the claim wasn't performed by a specialist. So, they say they sent a message to the Claims Department to "Review" the claim again. Eventually, another check comes in the mail for the difference I was owed, however there is no letter or apology just the check.
Keep an eye on your reimbursement checks because they will try to pull a fast one on you and pick from your pockets with the hopes that you won't notice or bother to do something about it. They will do their best to con you out of every cent they can.