My little dog needed some eye surgery and everything went fine until the direct billing. Petplan forgot to pay the taxes on the surgery so I did the right thing and paid my vet and waited for Petplan to reimburse me. Had spoken with two people from Petplan and all the told me was they would submit it to claims. Nothin ever happened. Finally I called again and got Nicole (Nikki) Carpenter and she was GREAT to deal with. She was very professional, answered all my questions and even followed up with me. Once she took over I knew I didn't have to worry anymore. She went above and beyond what I had expected from the phone call. I would like everyone to know that if you get Nikki to help you out you don't have to worry she will get it done.