Our dog has an ongoing problem which has resulted in 2 small vet claims over about 10 years. This last policy year it was £27.77 after deducting the £70 excess but I had to challenge their initial payment which was paid out in default at £2.76p before being successfully challenged. Then the annual premium was increased by some 34% or so! It seems we have good policy terms generally speaking but these experiences question active working conduct as being neither client friendly nor a credit to the companies (plural) involved under the M & S system. At this age of a pet we are held over a barrel as reinsurance elsewhere seems to be impossible. Hey-ho! Pay or chance it and they know that!