When I call, I always get a kind and helpful person on the phone who immediately sends me what I need! People like: Kim and Mark in October when Gus had an obstruction and John in September when Gus cut his leg. They ask the right questions, send the paperwork, and really care about what were are going through with our dog! They are kind, efficient and compassionate. After submitting all the paperwork, I always follow up with a phone call to make sure they have everything they need. The check is then processed and mailed quickly. We are so happy with PetPlan as covering these bills would have been very diffiuclut and may have forced us to make a very difficult decision.