This is the second time I have had to make a complaint at the time it takes for them to pay a claim. My dog was ill at the beginning of Dec and we are now mid Feb & still no payment. Also when they do pay, expect it to take another 5 days to "clear". It is truly appalling. I have tried to raise a complaint & even that is hard work. Vets will not deal with them directly & I now know why. Not worth the cheap initial premiums as they soon go up & their exclusions are also an issue.