Customer Service is wonderful. The website is easy enough to navigate. Be sure to read the fine print and understand this insurance (and probably most of them) is for emergencies only. I was so excited to find affordable insurance for my puppy that I didn't understand that routine care (i.e. exam for a non-ill or injured pet, vaccinations, and neutering) is not covered, nor does it count toward your deductible. Since I've paid for a year's worth of insurance (quite reasonable, thankfully) I will keep it until it runs out, and in the meantime do more extensive research into other plans.
Having said that, after I had to rush my puppy in for an emergency, for which he required x-rays and a specialist to read them, Pet Plan was helpful about getting the records and has mailed the reimbursement check already.