I would give them a minus 5 if I could. Avoid at all cost and don't be blinded by their alleged award status. They will not pay out at all on the basis of "pre-existing" condition. They will use any small note they find in your Vet's records and turn into a pre-existing condition. They will also not pay for any treatment above £1000 unless previously discussed and approved by them, so a total waste of money in an emergency situation. Vets and animal hospitals never know the exact fees they will charge for investigation/operations in advance. I tried to get the Financial Ombuds-Man involved but apparently missed the 6-month deadline because the Small Animal Hospital in Glasgow never came back to us with their invoices as they also couldn't believe that the insurance wouldn't pay. Even Vets Now who did the final operation on our dog were ready to fight our cause but we missed the time limit. Avoid at all costs and put your money into a savings account.