Great customer service rep--(Bill L) at Petplan

Out of 10

Our cat Cinder has been covered by Petplan for 3 years. No claims until last fall when he had a fall/injury to back leg that required multiple vet visits and a specialist evaluation too. Because we'd had a healthy cat until now with minimal vet visits (except vaccines), we had difficulty getting the prior medical records to show he had no pre-existing conditions. (Tip to all new Petplan clients--get a wellness exam within 1st year of your insurance and have those medical records emailed or faxed to Petplan right away, before they get shredded---vets don't keep these for more than a few years.) Petplan worked with us to get the claim paid, and Petplan agent Bill L. couldn't have provided better service. Then we had an issue over whether we were dealing with 2 separate injuries or just one, and Bill L. told us what we needed to get from our vet to document this issue properly so we weren't charged the deductible twice. It was a sometimes frustrating process to have to get so much paperwork and documentation to Petplan claims agents, but we couldn't have been more impressed by the level of customer service provided by Bill at Petplan. They eventually paid all the claims and it was a very fair end result--we are completely satisfied and appreciated the personal attention given to our case. I would recommend Petplan because of how we were treated during this claim. And our past claim with Petplan a year ago for our dog Daisy was also handled fairly (and it went much more qui

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injury/fall to back leg
Claim Amount
$500 - $1000


Age of Pet
Over 8 years

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