As the other reviews mention, they are exremely slow to pay out and respond to your emails. I subitted my claim almost 4 months ago, I was told payment would be made a month ago and still haven't received it. I was told it may be because of a problem with my bank and I should check with them, there was nothing wrong with my bank it's just their excuse to delay the payment. Funny that they still managed to take my payments each month though!
When you email it takes about 1-2 weeks for a reply. They requested my pets medical records, my vet sent it to them then a month later after chasing they said they hadn't received it, my vet had sent it to them on the day it was requested, so I had to have it sent to me then forward to them.
DO NOT USE THEM!! Awful customer service and from the time it takes to chase the payment it's probably not worth it in the end.