I had purchased pet plan insurance for both my puppies on the pet insurance trial they had come with expired. My youngest puppy unfortunately had a UTI within the first couple of days of bringing her home (when we were still using her trial pet insurance from another company). She then had another UTI 8 months later that required antibiotics, urine culture, X-ray to rule out bladder stones, etc. When submitting the claims I was told it would not be covered as this was a "pre-existing condition". Her first UTI was treated MANY months prior. They then changed their story and said they don't cover chronic conditions, although right on their website they state they cover chronic and hereditary conditions. When it comes down to it, this company will try to do anything to NOT pay out your claim. When I wanted to cancel they did absolutely nothing to keep my business, that doesn't say much about a "reputable" company.