They do NOT look out for loyal customers. I was with them for 5 years, had a few small claims. My renewal came through and I did what any normal person would do and compare - I got a better deal with them on a comparison site. Went with them again… started the policy for when the old one finished (01/08/25) I received an email on the 1st August stating my policy was LIVE. Didn’t think anything of it, took my dog to the vet’s for a lump (has a few fatty ones so wanted to check new one) I took him on the 14th August.
He needed biopsy done, so I called to find out my excess to which the lady said he wouldn’t be covered. I then asked why and she said because I was in a 14 day cooling off period (I was 7hours away from it being 15th day!) I said I had been with them for years to which she said because I took out a new one on a comparison site it started again. I then called back again to further the complaint - to which they said the cooling off period was to protect loyal customers!!! I said I had been with them as they can see for over 5 years!!!! The lump ended up being the dreaded cancer, and so far has cost us £2350.49 to help our dog out. To which the insurance company have closed my complaint blaming the comparison site for its wording!!!! I will be taking this to the ombudsman also. I do not know how they can send you an email stating your insurance is live.. when it is NOT!!! There is also no wording on said email to state there is a cooling off period!!!! DO NOT USE THIS INSURANCE - they will not help in your time of need!!