They try EVERYTHING not to pay out. Been with them for over seven years...have three dogs insured with them. Our oldest dog has suffered with ear infections throughout his life and now everytime he gets ANY kind of infection they always try to say it is related to his ears-no matter where the infection is!! They are just out to make money. I intend to fight them for my latest claim then I will stop my insurance, better off to just put my £30 a month it costs me to insure my older dog in a savings account and then use it to pay for him when he get ill.