My 8 month old puppy, after 3 trips to the ER with a high unidentified fever cause, was diagnosed with meningitis (SRMA) and had to have both an MRI and spinal tap to determine which kind, which required hospitalization for several days. When I used the chat feature at PetPlan to ask some questions about filing my claim he was very helpful. Eased my mind regarding what I needed to do, and pointed me to the app which was so easy. Melissa followed up with me and made sure the process was smooth and kept in contact with me along the way., exceptional! I also spoke to Simone who was also very helpful. My claim,which was high, was expedited and the payment is on the way!