My dog Sammy tore his left ACL a few years ago, and Petplan was the only insurer that would cover his other knee if he ever tore it - after a one year period of being healthy. Sammy ended up lame on his other leg, and the day after he was eligible to be covered (Dec 21, 2016) we took him in, had an exam done, and signed him up for surgery. Sammy had surgery in Feb, which costed $2,200. I sent in the claim (extremely simple form to fill-out on the website), and called to make sure it would be covered. I spoke with Heather, an extremely kind, compassionate, genuine person who sincerely loves animals, and she reassured me that it would be. The next day I received an email from her. After our conversation she kept an eye out for the claim, snatched it as soon as it came in, processed it, and a check covering 100 percent of his fees after a $200 deductible was in the mail the next day - two days after I submitted the claim. I also submitted the exam fee from the prior visit, so I only ended up paying $130 out of pocket. Then I ordered the medication he would need for the unforeseen future ($517), snapped a picture of the receipt with the Petplan app, followed up with Heather via email, she processed the claim that same day as a courtesy because she would be out of the office the next day, and a check for the entire thing was sent in the mail the next day. So yea, too good to be true, except it is:) What a refreshing group of people to work with and what a stand-up company.