I took out this policy and was more than a little concerned after reading the reviews. I can honestly say I haven't had a problem, yes they take a little longer than my previous insurer but all in all a great service. The fact that they are also considerably cheaper insuring an older dog than any of the other companies I have come across I can't recommend them enough. I have spoken to customer services on a couple of occasions and have found them to be polite and informative.