My vet and my vet's staff spent hours sending over requested medical records to the claims department. They scanned and emailed the info multiple times to the confirmed correct address and they hand faxed the info - but to no avail. the staff at PetPlan either refused to let me speak to the Claims dept. and/or kept telling me they never received any of the info sent. I have concluded they are making this process so impossible so that they came make me give up my claim and give up the chance of getting reimbursed. After having this insurance for 7 years - this is my first AND LAST interaction I will have with this company. THEY ARE TERRIBLE!