We welcomed our dog into our family when she was already 2.5 years old. Prior to that, she was owned by a breeder in BC, and before that, by a breeder in Alberta who had passed away. Needless to say, it was extremely difficult to obtain vet records going back to when she was a puppy. When we submitted our claim, we were told that we needed additional vet records, which we could not easily obtain. Having been owned by several different people, we weren't sure how many vets our dog had visited. The only prior vet we were aware of was extremely unresponsive. We communicated this to Petplan, and was put into contact with Melissa, who was extremely responsive, understanding and helpful. She helped us understand which records and documents were required. Additionally, Petplan's records team made several efforts to contact the unresponsive vet and was eventually able to obtain the necessary records. Our claim was processed in a timely and efficient manner, and we are very grateful to Melissa and the Petplan team.