I have been a loyal customer for 10 years and I can say they have gone downhill. I have had cause to contact them twice in the last 12 months and both times have been thoroughly disappointing. The first time was for my 'elderly' dog of 10 years for whom they only paid me a percentage of the cost. The second for my cat who I had to take to the out of hours vet. She had severe diarrhoea and was floppy and deteriorating. the cost of the vet was £316.42 yet they only paid me £70.95!!! I have a Superior Plus policy yet they gave me £70.95. I think I am paying my money for no benefit, they like to take the money but not pay it out.