I'd advise you NEVER take out pet insurance with this company. My experience was exactly like that of so may others reviewing the service. My policy cost £300 per year and I held this policy for many years. I had occasion to claim in February 2016 when my wee dog suddenly became very poorly. He had to be put to sleep after a curative course of treatment failed. The insurance claim process that followed was awful and really added to our upset. 2 excesses, 15% overage (for dogs 8 years old and over) and they refused to pay for part of treatment which they claimed was a preventative/elective procedure - when it was actually a last ditch attempt to turn things round operation. My vet wrote a supporting letter and had to resend it 3 times! The end result was that they paid less than half of a bill over £1000! They even charged me for a full extra months policy to cover the day he was put down (which took place at 8.00 am). During this process I received a pre-populated claim form containing all the wrong details - for someone else's pet (different age, breed, name and sex!) To top it all today, 4 months after losing my little dog and the policy ending, I've just received a renewal notice for the other dog's policy which is due in August 2016. They state that as I have a direct debit set up it will automatically deduct - unbelievable! I wouldn't touch them with a bargepole. I rated as 1 'Worst', only as there is no option for a negative integer!