I have taken all four of my dogs here.
When my puppy drowned they did let us switch the plan over to the one I got a couple months later after grieving.... That was kind.
However:
The wellness plans are garbage and I regret buying one for each one of my 4 dogs. I found a place to get vaccinations cheaper. That's all you get... Vaccinations and if you pay more the neuter spay. All for 300+ dollars when a local neuter clinic will do it for 30.
They had me as a loyal customer, but I'm pretty upset with the service. Next time I will take my new dog elsewhere.