Absolutely abysmal! They will do whatever it takes to get out of paying out. I appealed and got my vet to clarify the situation. These people denied receiving the letter that my vet wrote, scanned and emailed to them on 3 occasions, despite there being clear evidence on the vet's email records! I had to get a hard copy of the letter which I posted by recorded delivery and only then did they finally receive!! It took me a total of 6 months to get a portion of the money that I am completely entitled to back! Awful! Never again!