My 5 year old, mixed breed dog, Nacho, has been insured with Petplan for a little over 2 years. During that time I have been very impressed with all of the customer service representatives that I've had the pleasure of dealing with!
Nacho had previously been insured through a different company and I had a million questions about coverage and pre-existing conditions before I felt comfortable making the switch. Caroline Podraza patiently and thoroughly answered all of these questions via chat and then email. Later, after the waiting period on pre-existing conditions was over, she also helped me navigate the pathway to getting those exclusions removed.
Unfortunately, Nacho was diagnosed with both lymphoma and a partial torn cruciate ligament (knee) this June. This has led to a slew of veterinary visits for chemotherapy and physical therapy and subsequently a slew of claims. Most of these were dealt with and paid for quickly and efficiently.
However, one claim required additional medical information before settlement. Blair Gordon expedited communication with Nacho's vet. Everything went very smoothly and I was reimbursed quickly. Earlier this month, a separate claim was denied. Because Nacho is dealing with more than one condition, her treatment plan is a little complicated and the claims department deemed one of the prescribed treatments "elective". I quickly emailed Georgia Somerick to explain the situation. Within 24 hours, Georgia contacted the claims department, conveyed the necessary information, had the claim expedited and contacted me to let me know that it had been approved.
Overall, I've been very pleased with the level of service and coverage. I would have no reservations in recommending Petplan to other dog/cat parents!