I've been a customer of Petplan now for a year and I selected them when we introduced our new Morkie into our family. The Petplan customer service people on the phone have always been really nice and have been able to resolve any/all of my questions without an issue. But recently Petplan released an app (I use it on my iPhone) which has GREATLY reduced the amount of time it would take to submit claims and get reimbursement checks. Before it would take a day or two after faxing over all of the paperwork to just get it in their system and have them start working on it then another 10-15 days for the review to be complete and the check cut.
Recently my Morkie had some intestinal issues which caused him to be in the ICU for 4 days totaling over $2k in bills. Instead of faxing over all of the paperwork, I tried the app for the first time and found that once I opened the claim in the app, took the pictures of the invoices and supporting doctors' notes from within the app, the claim was opened immediately in their system. And amazingly, the claim was reviewed, approved and a check cut all within 3 days!
I highly recommend Petplan and recommend to anyone filing a claim with them to use the app to expedite the process.