We have the policy a year when our dog had to be put to sleep. Made the claim for loss in August and by November we heard nothing. We called and were asked questions which we answered. nothing. So called again, and we were asked more questions which we answered and told the claim would be settled in a week. It wasn't. Today received a letter stating claim closed, no explanation, you call them up and they refuse to give explanation. I now have to write a letter of complaint to give them 8 weeks to sort before I can complain to ombudsman.
If you are thinking of using this company don't as they just do not care for the distress under for making the claim and then leaving you in limbo.