I have to report similar problems,with Animal Friends breaking their own term & conditions with regards to claims turnaround times and payout , we are still waiting for our claims payment, after 3 phone calls, even the vets practise manager was "talked" off the scent....so we will pursue a failure to maintain "contractual terms claim under the Insurance ombudsman, then to all out there pursue them via the small claims courts ( £60.fee payable for for breach of contract, you all have the required evidence..how would they react if every client found reason not to pay their monthly fee..make them suffer financial loss, go to other firms, tell all other pet owners etc.