My cat Mocha startes to have urinary problems, and it became clear that he needed surgery for bladder stones. During the pre-authorization process the staff at pet plan were great. After a few days of waiting for old vet-records etc, Mocha took a turn for the worse. Ms Norma S took a personal hold of the claim, checked the incoming faxes herself, and called ME to verify that the pre-auth process would be finished that day. Very Impressive!I am now submitting the actual claim, and she even remembered me! In other words, very efficient insurance plan with very personal service. Happy to renew the plan!