We have paid for lifetime pet cover but the certificates and documents we were sent were encrypted and password protected so we can not open them. I phoned the helpline and was assured new documents would be sent out, but 20 days later I am still waiting. I have also replied to the customer service email a few times, to no avail. We took out insurance with your company as the reviews were good, so hopefully this shoddy service is an exception and you will be able to remedy it as soon as possible please. We were also sent an email saying we could have a free GPS tracker and a code would be sent within 30 days - but that time has long passed and no further email has arrived.