We got a call from a rep from the insurance company when our puppy was 12 weeks. Very informative and helpful and gave us time to consider. We took out the cover and unfortunately had to claim on it when our pup was 6 months old- he needed neurology attention and CT scan and a spinal tap. When feeling so upset it was a comfort to know we could get all the required tests done without financial stress. Claiming was done directly from the vets. We are fortunate to have an amazing outcome to a worrying time and our cover paid out a large sum and didn't increase by much the follow year. Excellent all round.