If you have the accident and emergency policy, this insurer will try to make you prove your pet had an accident and make you and your vet jump through many hoops until they will pay out.
Added to this the fact that your vet cannot send claims by email or fax and is only allowed to post them (Seriously! in this day and age they should be accepting emailed claims like every other insurer) it all adds to the time taken to get your money back.