Petplan sent me a check for my claim from an emergency visit, but the original never arrived. I didn't realize this until a month later, when I emailed them and asked them to send another. They put a stop on the first check, then sent me another without hesitation. Then the SECOND check didn't arrive. At this point I was missing other key pieces of mail, and believed my mail was being stolen. I asked Petplan if they could determine whether the checks had been cashed. They had their accounting department confirm that they had NOT been cashed, and then happily sent me ANOTHER check. Finally, that one arrived. They were extremely polite and understanding throughout the entire month-long process. They will have me as a customer for life.