Awful. Unfortunately we had to have our cat put to sleep after she contracted Feline Leukaemia Virus, despite being fully vaccinated. Our vet completed and returned the claim form over a month ago and still no contact, when we have attempted to contact Tesco Insurance by phone or email no response received. However, I agree with other reviewers that the phone calls are answered in under a minute if you choose the 'new policy' option when phoning. Thankfully I have chosen to insure our new cat with Pet Plan who have been extremely professional so far (and I have previously used in the past and were exceptional). Tesco were cheaper initially but it really wasn't worth the saving as I have a £270 bill and it looks like I will never receive payment from them. Avoid and go elsewhere.