Our dog received veterinary care and specialist referral care in 2 separate claims amounting to £4200. The team at direct line were supportive and worked directly with the specialist so we did not pay up front. We reclaimed our vet fee (over £1000) and this was paid into our account after 3 weeks. This was our first year's insurance with direct line having switched to them last year. We had no problem and the customer service was very helpful.