I got tied into E&L after buying my puppy with a free period of insurance. Never received any paper documents, when moved house they have the check to charge me £10 admin fee!! I have worked in insurance and I can assure you it does not cost £10 to change a customer's address on the computer!! I wrote a complaint and finally had the charge refunded! Now looking at alternatives to cancel. Never had to claim luckily so can't comment on anything else but reading other's reviews I am happy to be leaving them!