I have been waiting for over 6 weeks for someone to assess my small and pretty straightforward claim. I have tried to email and to phone on several occasions without success. Either I receive no reply, or I wait for over 30 mins on the phone to be told that I need another department. Earlier today just that happened and then I was put through to a number which no longer worked! Great image and presentation but extremely poor service, especially if you actually need to claim something. Very disappointing. I will be looking elsewhere for my pet insurance.