Our labrador had to be out down over a month ago and straight afterwards I rang Animal Friends to inform them. They only pay out £99 for euthanasia so I was unable to make a claim after my excess amount was paid. I cancelled the policy but was still charged for the monthly premium 2 weeks later. After informing them of their mistake they apologised and promised to close the policy and repay the amount taken from my account. I am still waiting for the money and had a surly young woman on the phone who told me that the refund has not yet been processed and was unable to let me know when or whether it would be processed. I would advise that you seriously consider other Pet Insurance Providers before taking out pet insurance.