This company pull on the heart strings of pet owners, and then when it comes to the vital period, where they should be supporting you, they end up refusing to pay out based on some legal technicality which is a long stretch from responsible, ethical or "friendly". Insurance companies are there to help you through the hard times (that is why we pay them so much money), and when they refuse to support you based on a stupid contractual technicality (because they can afford bigger fancier lawyers than you), then they don't deserve your custom, or anyone elses at that! Not to mention that fact that they weren't in a rush to do anything, which is really quite important when you are watching your pets vet bill rack up by the hour!