Office staff always gets info mixed up. Never knows the info on my pet . We have a puppy plan and hey always "forget " to give us our discount . My dog had all symptoms of a uti I told the doctor it was a uti based with experience of other dogs and she advised it wasn't.$ 400 later we get a call saying she has a uti ? Hmm thought is "wasn't" VERY displeased with the service and will not return .