They always have some reason why they won't pay, or why they will only pay a small portion, or why they are applying a higher deductible which deductible you had changed to a lower deductible months prior to the onset of the condition. Oh, and don't have anything they consider "pre-existing" because they'll deny the whole claim. It's a complicated story, but after having been a Pets Best customer for years, I am truly sorry that I even considered Pet Plan. Fortunately, I was able to get my other cats back to Pets Best where they will be fully covered. Pet Plan website is not user friendly and very slow.