Made a claim, 3-5 week advised wait time. 9 weeks later, several phone calls and un answered emails I sent a complaint in. Today I received an update that my claim has now been resolved to be told they are paying the vets, which I've already paid. Called the vet for a refund, the vets advised me that brought by many make their backs payments so coded it takes weeks and weeks for them to receive it. They dont do direct claims with them hence why I had to pay on collection of my dog the day of his op. I wouldnt recommend this company to anyone.