I must say I was very happy with this insurance. I had lifetime insurance with separate limit per condition per year. My claims were sent through an online portal from the vet. I normally just paid for things myself and got the money back but I know that money can also be paid to the vet.
Other than some small exceptions being deducted from my claims I generally got around 90% of what I claimed back. In 3rd year when my rescue cat sadly developed multiple health conditions she had I think 4 separate high value claims ongoing, no problems with any payments. I only contacted them once or twice via web chat which was simple.