I have had to make 2 separate claims for two of my dogs. These were both very large claims that my vet put through directly. Both time's they have been paid without any issues whatsoever. The 1st one sadly had to be put to sleep so at a very stressful upsetting time AF were brilliant taking cake of the bill. They also paid the 2nd claim without any issues too. Yes there is the excess they you have to pay yourself but that was the least of my problems. I have a happy healthy dog as a result of the surgery. I can't recommend them highly enough. Just make sure you research the policy in depth and are happy fully understand what you are buying. My policy has not increased this year. I'm sorry to see that some of you have not had the excellent service I have received.