Our dog had a skin laceration in his throat and needed emergency surgery and an overnight hospital stay. The vet bill was £400 and we ensured the claim to pet protect was sent within 24 hours. The vets made sure all the paperwork was signed and done correctly. TWO MONTHS have now passed with multiple calls to the company - every time I ring I speak to someone else who says 'oh the payment is still pending... I will sent it over to be authorised immediately' (and so far it hasn't). They try and make out they have 'system errors' when in reality they don't care about your pet all they care about it making a shed load of profit. Disgusting. They are happy to take your money every month on time but when it comes to holding up their end of the bargain they fail in every respect. We have PAID for a service... It honestly feels like they expect us to pay them £11 a month for the sake of it as trying to get our claim processed is like trying to get blood out of a stone. AVOID AVOID AVOID.