I have never ever come across a company quite like this. They have one way or another wriggled out of paying up for vet fees. One claim was an emergency ear infection and they even rejected that.
I am pulling out and can't believe I put my pets healthcare plan in their hands.
Not a very straight forward company so watch out and I would recommend you avoid them completely and make sure you go to another company who won't behave in this shoddy manner.