Awful, awful, awful, I have an ongoing claim with them because my vet went to the vets back in November for an ear infection - They sent me an e-mail to say it was being processed - good - I am a very busy working mum of 3 children with horses etc and last month I realised I hadn't heard back from them. I called and a adviser said that my claim had been 'forgotten' was still pending and couldn't explain why! I asked her to look into it and process - I am now on my third email from them - they keep asking me the stupidest of questions and I swear it is to avoid paying up - I had a big claim from them last time and they bearly refunded for all sorts of stupid reasons. Also some of their staff are cocky and you can tell they enjoy telling you you will not get a refund - disgraceful company - I am waiting for my claim to be sorted (just in case they were to refund me but doubt that will happen ) and then I cancel my policy with them. Thieves!