I have 2 shih-tzus (one is 9 yrs old, one is approx. 4 yrs old). The 4 yr old, Pearl, recently injured herself and wound up with issues as a result of a luxating right hind patellar. Surgery was scheduled right away. I used the pre-authorization process for such a large claim. Their submission process was clear and easy, and their customer service was stellar. Super friendly and helpful people on the other line every time I called! Response times are extremely quick - within days, and I received payment (minus deductible and co-pay) in a matter of a few weeks. Her post-surgical physical therapy was also covered, and I've had the same experience with their submission process, great customer service reps, and quick response and payment timelines. Thank you for making this challenging experience a little easier to deal with! I have already recommended PetPlan to others and will continue to do so.