We’ve had pet insurance which direct line for around 9 years despite soaring monthly premiums and have never claimed before. When we needed to claim Direct line we’re less than helpful and did everything they could to avoid paying out, even down to forcing the vets to split their bill into 3 separate surgeries (it was 1 condition on 3 parts of the body and all done in 1 surgery) to try and make us pay 3 excesses. Policy cancelled - no point in paying an insurer who doesn’t pay out and adds unnecessary stress at an already worrying time when your pet is ill.