This review is about the "front end" of PetPlan, and not a claim (and may I never have to write one of those!).
The website was easy to navigate as I compared plans with their competition. In the end, the decision to go with PetPlan was their coverage vs costs of their plans, as well as their available options for deductible and reimbursement %age level.
I almost changed my mind after having a small piece of difficulty registering due to a Canada vs US screwup in the system - however, I decided to give them the opportunity to turn "lemons into lemonade", and called their 800-number. Tom was then able to quickly setup my policy with very little pain, but had to escalate the Canada/US account problem. The next day, discussed the issue with Alex, and got it resolved - and she also followed up to ensure that all was well!
This is why I gave them a 10 - a screwup resolved in an acceptable manner doesn't reduce a rating in my book.