I just had an extremely positive interaction with Susan. We are so satisfied with our experience with our basset hound, that we plan on getting insurance for our daughter's Coon Hound and kitty. Susan, and PetPlan, are totally up front what a plan will, and will not, cover. I vetted PetPlan several years ago versus the competition (for our basset), and PetPlan was the most comprehensive, with the least exclusions. I recommend PetPlan highly!