Ever since we first signed up our husky Lily, Petplan has handled every claim thoroughly and with great courtesy. For the most recent claims, I spoke with several representatives along the way to make sure all the paperwork was in order, and each one of them corresponded with me in a professional, attentive manner (and always made sure to ask how Lily was doing). This was especially true of Jenny, the agent I dealt with near the end of the process, and she even took the time to contact me to say that the claims had been processed and my reimbursements were on the way.
We've had to file claims several times for various treatment over the past year, and it often got pretty expensive. It's a relief to know that Petplan is there to take away most of that financial burden.
The only minor point to mention is that I sometimes have to be a little proactive in following up when it seems the claims are taking a while to process. I've had to chat with agents to inquire about delays, and been told that some document was still needed. Getting notified about things like that more rapidly would definitely bump this score to a 10.