I have a 10 YO dog that recently was diagnosed with an enlarged spleen. I submitted my claim, invoice and ALL medical records and had a reimbursement check within 1 week thanks to my claims adjuster, Joanna!! I am extremely pleased with the friendly service and the amazingly fast turnaround! I've read some reviews that say Petplan doesn't want to pay claims and will give a denial reason of a pre-existing condition. Well, I took out the policy for my dog when she was 9 YO and she was definitely not the healthiest of dogs when she was younger. But her issues with her spleen are unrelated to previous medical problems and Petplan knows that. If they wanted to make up a "denial" reason there is plenty in my dog's past medical history that they could misconstrue if they wanted to.....they obviously base decisions off of medical records. I highly recommend this insurance for dogs and cats and couldn't be happier with my policy and the company!!