I've shopped around most pet insurers over the years and can honestly say that this is the worst claims experience I've ever had. They will do anything in their power to drag out the process, seemingly in the hope that you'll just give up the will to live. Multiple "lost" forms (via email!), requested documents "not received" which the vet has sent multiple times to multiple contacts, no acknowledgment of received information once it does get through, a customer support team who seemingly have no means of communication with their own claims department etc etc etc. I guess you get what you pay for; the reason they're so cheap is clearly that they have no intention of ever paying out on a claim