As a general rule Pet Plan get nothing but plaudits. I can only presume that as the condition has been going on for a while and wasnt reported to them within a reasonable period (30 days) they are considering the claim and possibly referring it. You say its been going on for about a year, have you had a renewal in the middle of the treatment ? If so, you *may* have a bit of a problem.
Hang tight, await their devision and hen post back