My 10 year old Havanese tore her ACL just before Thanksgiving this year. She went in to surgery for its repair on December 6th. I had sent all the necessary PetPlan claim forms to my vet. Unfortunately, my vet dropped the ball with getting my dog's 2 year medical history to PetPlan. PetPlan followed up with my vet to get the necessary documentation to process the claim. I received an email from PetPlan that they had indeed gotten the info and would keep an eye on the claim as it went through the system to expedite the processing. Everyone I talked to at PetPlan was not only pleasant, but they went over and above the call of ordinary customer service to help me get my claim settled by Christmas. I teach management in a very large university business school. I am always looking for real life case studies on both great and abysmal customer service. PetPlan has become my new poster child for exceptional customer service. They are a delight to work with. I never for a moment felt like I was just a customer with a claim, but rather more like family. In my opinion, that is the true test of any business - do they make you feel like going to a site like this to write a glowing review. Obviously, PetPlan does. I would rate them above a ten if I had that option here.