I have had two occasions now recently when I have had to pay over $3k and $2k on vet bills over the course of two months. My credit cards were starting to get maxed out due to holidays and vet bills. Fortunately I got have insurance with Petplan. It was over 2 weeks since submitting all my paper work and I decided to call to check the status. I spoke with Kim and was very helpful and got a rush on my process. I received check right away. The second time shortly after that I ran into the same situation. I was waiting for all my paper work to clear and decided to call Customer Service again. This time Regina answered the call and rushed my paper work again. Both representatives called me back same day after everything was completed and checks were ready to be sent. I am very pleased with both their efforts.