Our 9 yr old lab/shep mix had an upset stomach that ended up in a blockage and surgery on Memorial Day weekend at the local Emergency Vet (of course!) and Melissa at PetPlan made the claim process so much easier to deal with than any other insurance experience I've had! She kept in constant touch with me once I filed the claims and explained everything they were doing, every step of the way. If I ever did have a concern/question, everyone was able to jump in and answer and address my concerns quickly. Our dog, Mikey, did just great and the PetPlan agents made the claims process understandable. One suggestion: if the incident is an accident/emergency, waive the "Pre-auth" requirement- it's very confusing to customers and vets to, seemingly, work backward for a pre-auth once action has been taken and treatment is completed.