READ YOUR POLICY!!!! Unfortunately my Partners 17 year old Staffy had to be put to sleep because he collapsed several times and could not get up. We rang our local Veterinary Practice where Jack was registered but they did not do weekend call outs, but they gave us a phone number for an emergency Veterinary Practice letter "Dignipets" we called them and they came out to see him at our home. The Vet who attended was very Professional and Sympathetic and explained that it would be best if Jack was put to rest, he talked us through the process and Jack passed away very peacefully in his favourite place on the settee. The Total cost for their services was £420 ( Home Visit £155 + Out of hours Fee £160 + Consultation Euthanasia £40 + Euthanasia £65), the Veterinary Practice were very good and sent the invoice to Animal Friends on our behalf. We received a letter from Animal Friends stating that they had accepted our claim and that we had Claimable Costs of £265 (Maximum of £200 for Emergency costs and £65 Euthanasia) From the £265 they then deducted £99 Policy Excess and a 20% Co-Payment fee, so the total payable would only be £132.80. My Partner had taken out the "Superior Plus" cover and was now paying £81.11 per month (Last years monthly premium £52.98) she had never claimed on the Policy and was not really sure what costs she was covered for, "MAKE SURE YOU READ THE POLICY BOOKLET AND THE ADDITIONAL SHEETS YOU RECEIVE". I will be making a complaint to Animal Friends and the Financial Ombudsman regarding the reductions they have made to the total claim costs and the fact that they set maximum category pay outs. I enquired with our local Veterinary practice where Jack was registered, how much they would have charged for the treatment, they informed me for a Week day call out (Not weekend) the cost would have been in the region of £680. This means that we would have been even further out of pocket, I will be asking why there is such a disparity between the Veterinary charges and why the insurance provider manipulates the costs down with various caveats to their policy, and who sets the maximum treatment pay outs, are they saying that the Vets are over charging, surely the Insurance pay out should be in line with what the Vets charges.