We lost our dog and the first communication from this appalling company was a request to re-Instate the direct debits! After apologising for that and confirming all their records had been updated they then sent a renewal request for the same policy. Numerous calls to their service centre evidenced a clear lack of both ownership and responsibility from the call advisors. The actual claim was handled terribly with various and differing reasons for not paying sent. Case now in the hands of the Ombudsman