I purchased the Ultra plan for my 2 Labs in September (Mocha Jane age 1.5 and Oakley age 2).In October we found out Mocha Jane had a torn ALC. I called to find out if it would be covered, and yes it would be as long as it was not a pre existing condition. This was clearly stated in the documents I read before purchasing the insurance.
In our case our dog did have reported limping previous to purchasing the insurance so our $3300 claim was denied. (The vet she saw for the limping was not correct in his exam and our Mocha went over a month with a partially torn ACL (CCL)… )
The girls I spoke with on my multiple phones calls were extremely nice and concerned for our Mocha. A few days after Mocha’s surgery I got a call from them to see how thing were, and the girl I spoke with could tell I was concerned about the recovery of the surgery. She took the time to talk to me and explain all the benefits of the surgery. It was a nice touch and well above and beyond what she is required to do.
Even though this claim was not covered and I can understand why, we are very pleased with this insurance.