OH Yes we have had trouble with pet plan. Not the same but you might like to hear this story.

It says on the holiday ins. that if you have any problems or loss your pet passport they will held you sort it out and help you get a duplicate. Well they didn't.

About 4 years ago we went to France, Channel Tunnel, one night stop over and we had almost got to the South of France when OH said where is Amber's passport which should have been by me with some other documents but is was not. Well after a panic searching the car still no passport.
To shorten the story we phoned Petplan to ask for their help, spoke to a woman who said "I don't know what you have do, can you give me your Phone No. and I'll get back to you." After that we phone our vet and the practice manager was very helpful she said she would phone copy all Amber documents so a French Vet could make her a french passport so we to bring her home. The passport did turn up we had left it at the hotel on our way down. We are still waiting for Petplan to phone us back

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Sorry about any wrong spelling, but I'm feed up of looking things up in the dictionary