I filed my first claim with PetPlan USA in over 8 years for my chihuahua. Online claim was easy to initiate although I chose to mail in the full paperwork via USMail. Within a few days, I received an email that the Claims Department needed additional information that I obtained from my veterinarian. However I had trouble uploading all the documents to the website so I called customer service STACEY J. and much to my surprise, she resolved my issue in the the simplest of ways and stayed with me on the phone until I was done so that she could verify everything was OK. Customer service WAY ABOVE the normal line of duty especially during these trying times lately. THANK YOU PETPLAN and STACEY for making life a little easier, especially when it is needed. AND may I say a very professional but caring and FRIENDLY experience also.