I have submitted a claim for a super bug infection in my dog's paw for £660, so not peanuts, and they have said it is an existing condition as he has had dermatitis previously! Lol, even I know that the two conditions are not the same and I am not trained. I have complained and requested my vet to email them but, and this is the funny part, they will not accept an email unless it has the letter on their letter headed paper and is signed by the vet! I wouldn't mind but they state that they turn around claims within 5 days but it has been approx. 8 weeks for them to decline and now we are having to prove that they are in the wrong. My guess is that they decline everything then deal with it should the customer question them. I wonder how many poor souls just take their word for it. This company is a complete con and as soon as they pay the claim we are due, and believe me they will, I will be going to a decent insurer!!!!