We have only just joined & have not yet had to make a claim, the first contact was handled in a friendly professional manner, with a half price 3 months premiums discount, we have also moved our other dog over to Kennel Club insurance for which we were given an extra 5% discount on the joint policy,we also like the the email contact with information & offers, our previous insurer only contacted us once a year to ask for more money.... so far so good.