I've had PetPlan for several years in the USA and I previously had them in the UK. I have two giant dogs and one large dog. They have always paid and I have never had a problem with them at all that way. They even paid when my dog got sick the day after the 14 day waiting period without question. I would say that in the last year their claim service/payment has definitely slowed down a bit. I used to get an email immediately after submittal now it takes several days. They also no longer provide a letter explaining what they have paid and why, only a letter if your claim is below the deductible threshold etc. That being said they are still a great company and I would HIGHLY recommend them.