In short my CBR had to have surgery to repair her back after an unknown cause of injury. We made the decision to have the surgery done and moved forward to the excess of $5,000.00. I submitted the claim and expected the run around and prepared for a fight as it was not pre-approved. To my great surprise I prepared for fight that never even came close to occurring.
My claims process consisted of sending in the claim with my dogs diagnosis from the vet, a list of itemized vet charges, and a release of records. Within a day I was contacted by a fantastic claims administrator (Thanks Claire, you are what makes Petplan rock) a couple of reassuring emails from Claire later letting me know the status and the claim was paid. No fuss, no fighting, just an easy process.
I would add that the process was so easy (and beneficial) that because of how Claire handled the whole process, that same day I signed up my two labs that I had been mentally going back and forth on for some time.
World class customer support!
Chesapeake Bay Retriever