I wish I'd see all the reviews before. My doggo, 7yo, required urgent surgery and so and we experienced dreadful sevice saying 5 working days! Vets were calling them that I am not able to afford the service and explained they are willing to do exception and do the direct claim, they even spoke to sainsburys bank manager and so they promised to review 1 page of medical history within 24 hours and confirm if vet can proceed with surgery. Basically if we would be waiting dog would be dead for how amazing and fast acting delivering customer promise Sainsburys pet insurance is. Just to mentioned we paid before about £40 pcm for lifetime cover! Basically it's been over 2 weeks, they are still claiming they didn't receive documents of vets where I have been attached to emails and they sent confirmation they received it. I got a feeling we will end up in tribunal! Avoid at any cost!!!