I made a claim for my cat as she had stomach cancer. The claim form on MyPortal didn't allow for a full description of the issue, but the treatment costs were promptly paid, and when she died they again paid promptly and ceased the direct debit with a small refund, without me having to ask. It was reasonably easy to submit the ongoing claims although instructions were a bit unclear. So far so good. But I kept receiving emails from them saying they were awaiting a response from my vet, so I asked them, via the portal, you've paid, stop writing to me, it's upsetting. They replied have no trace of settlement so I sent copies of THEIR emails. I got a phone message asking me to call. Three times I tried but was in the queue so long I gave up. Received another email saying there was a message on the portal. But I can't log in, never receive the one time passcode. Went in circles trying to find another way to contact them not via the portal. Found an email address, but turned out to be old and instructing me to contact them via the portal!! Bored now, am not going to waste any more of my time trying to phone etc. So had to resort to this review site to vent my spleen. Sainsburys, you really need to make contacting you easier!