Unfortunately my 8yr old Yorkie X had to have his Eye removed, I was told by vets i had to Pay directly and claim after - This is what i have done - i cant say this has been the best experice of my life, nor the worse, Communication isnt amazing, but when called all operators have been very friendly and polite. Insurance have excepted my claim, i reached max vet fee allowence so will be down £200, so could be worse off - £115 excess, £85 max vet fee allowance. ive have the "you have to wait 10-15 days, the claim has to be signed off" etc. The op was 02/12/16, today is 24/01/17 and i was told i would recieve payment by last tuesday ( allowing for bank holidays xmas etc) and i am still waiting...