They take your money, send initially automated progress reports on submitting a claim but are slow to actually process. Junior staff are helpful but those who make decisions are inaccessible.They appear to find problems on claims and request clarifications -they have twice asked my vet to provide a full vet history. My dog went suddenly blind and was referred to a specialist by my vet who was unclear on the cause of blindness and referred to a specialist who gave a fuller more certain diagnosis. They then deducted the excess on both bills and claimed there were two issues according to the vets (going blind....) When the dog died in weeks they then found problems verifying purchase price despite confirmation from breeder. I won't waste my money on this insurer again.Their main focus seems delay and trying to find ways not to pay out/Look elsewhere!