I have a 7 month old Belgian Malinois that came down with OCD in both shoulders. I decided to do the surgery on both shoulders and then filed my claim. There was a hick up in my claim so I called, and have to say that I wasn't nice at first but Susan P was WONDERFUL. Told her I wasn't yelling at her just really stressed out and upset. She looked over all my paperwork and explained how to file an appeal. As I am getting all of the paperwork required for the appeal, I get a call from her saying that she looked over the paperwork again with her supervisor and my claim was being processed. Susan P really went above and beyond to help figure out what had happened. She made this process easy and was always nice and friendly. I appriciate all of her help and Petplan. I now have a normal happy and healthy puppy.