I have a Labrador who turned 3 in November. I have had her since 8wks old and only ever had Lifetime Pet Cover policies and I have never made a claim as my Lab has enjoyed fantastic health. This year my premium jumped £87. I made a complaint which they said would take no more than 2wks. I heard nothing so rang to be told the complaints dept could not be contacted but would as soon as they were tracked down. A further week has elapsed and I assume the complaints dept are still AWOL. When I first setup the policy, I believed their blurb about being different in their approach to their competitors but I have found them to be very disappointing with their lack of communication, unexplained high price hike. There are better policies and insurers out there.