My cat had to have a blood test and I was going to go ahead with or without the insurance. My vet was helpful and called the company to ask if it'll be covered. The answer was yes. My vet took care of everything and sent off all the documents for me. 6 months later, I was told by the vet they were coming up with different excuses to refuse the claim. I was surprised to hear this as I was about to upgrade the insurance cover. They claimed they didn't receive the documents, although I received a copy at the same time. Then they started to say the insurance doesn't cover the condition because it's over 12 months she was first treated for the same condition (which I didn't make a claim for). My main complaint was that they should've told us this information when the vet contacted them in the first place. We wasted 8 months trying to chase the claim and having arguments etc. I tried to get my point across but it's just a waste of time. The insurance is cheap because they don't pay out. They make a business out of the pet owners who really care about animals and don't care about anything else. Nasty bunch of people.