Unfortunately I have had to claim several times for my dog but I have never been refused a claim. Every time I've rung up for advice the person (Yes...an actual human) on the phone has been so kind and patient and has always shown genuine concern for my dog. I would always use the Kennel Club for any future pets. They may not be the cheapest but I've heard horror stories about other insurance companies whereas I've only ever had excellent service and positive experiences