Overall I rate Petplan very highly. The customer service is very friendly and the online chat is great for people like me who hate talking on the phone. Claim approval is generally quick, but can sometimes get hung up for a week or two. They've been very transparent in approving my claims and I haven't had them try and argue anything with me or refuse to pay something.
The only downside is that they don't pay claims through direct deposit, you have to wait for a cheque to show up in the mail.