Unfortunately I've had to claim a few times for my cat 2 different issues and they have always paid out. At one point I had 3 different vets dealing with my kitten but sainsburys customer services were very good at helping me through the process. 1 vet practice tried to claim themselves instead of me paying but said they had issues with the portal and it took ages to finally sort the payment. Overall though I'm impressed and am on our 2nd year.