Been a dog owner for 14 years, never had to make a claim before. First time I claimed for surgery on my dogs eye, they came up with excuse after excuse why not to pay out. Eventually rejected my claim as they considered it to be a pre-existing probem. Terrible customer service. Paying for a service that is not provided! I have a formal complaint on the go but, at the moment, I'm 900 quid out of pocket. They take full advantage of us responsible pet owners, they show no care of compassion whatsoever.