My 5 year old Havanese got diagnosed with encephalitis in his brain the end of this July. I had bought this insurance when he was approximately a year old after watching a close friend spend a fortune on a sick dog. I had never expected to use the insurance because my dog only went to the vet once a year for his physicals. The animal hospital asked if I had insurance, and when I send who it was they said Pet Plan was an excellent company. Just as I was finally about to mail all my documentation I called customer service to find out if all the medical records from the hospital and my personal vet had arrive. She informed me all necessary paperwork was in and I should just fax my documentation for faster result. This resulted in receiving my reimbursement much faster than the 10-15 days posted online. This insurance have me great piece of mine and my dog Pepper is doing excellent. In addition, I have shared what a great company you are with my daughter and a physician who both have Yorkshire Terriers and they have purchased your insurance. Thank you for everything from the bottom of my heart!