Its taken me nearly a year to write this I lost my cat on the 9th January this year and when I called to cancel the policy your customer service representative could not have been more unsympathetic and cold towards a very distressing situation. I think you need to advise your staff that customers calling up are clearly upset and distressed and a little bit of caring goes a long way. I have had other insurance policies where i have had to advise of a pets death and received care and a lovely letter from the company. Your company did neither. I have since removed my other cat from being insured by yourselves as I don't want to have go through that again