When I needed to make a claim, I was asked for specific dates of when lumps appeared on my dog. I was unable to be accurate (who keeps a diary of when lumps appear on their dog?) And asked them to accept the dates the veterinary practice had provided them with as accurate. They hounded me for specific dates and would not support my claim to remove a lump from my dog, unless I could provide the same dates the veterinary practice provided. In the end, they paid for some of the treatment my dog received and refused to allow any more lump removals as part of my "for life" cover. In the end, I had to pay a large part of the veterinary bill, despite paying for the premium, for life, insurance. The customer service team were intimidating and obstructive, with a clear goal to avoid paying for my dog's surgery. Absolute money making, non-customer focussed company. Totally untrustworthy.