My dog was insured with them for many years and we finally had to claim for diabetes and pancreatitis. These claims went through with no problem. However when my dog was 10 the insurance more or less tripled. Sadly my dog was then put down and the policy cancelled with a refund of a months insurance refunded straight away. My dog was put down on the 14th November 2016 and I am still waiting for my claims (vets as well) to be settled!! Every time I contact them I get a different person with a different reason for the delay. Even registered a complaint with the Complaints department and 2 weeks later still waiting to hear from them!!! A diabolical way to treat people who have lost their family pet!!!.