My 3 yr old dog recently had to be put to sleep after becoming paralysed, we had rushed him to willows as an emergency referral, paid my excess plus admin fee, animal friends have paid less than half of the bill, adding their own exclusion that is not in the policy at their own admission! I have reported them a couple of days ago to the financial ombudsmen, after losing my beloved dog I really can do without the added worry of being over 600 out of pocket! Avoid like the plague!