Awful and totally unhelpful. Our Vet advised us in 2017 that the Lipoma lump on our dogs leg was harmless and no need to get it removed. Took him twice & got same advice. Finally took him to another vet as he was uncomfortable, & they removed lump the next week. We were advised by AF that as he is over 8yrs we would also be deduced a further 20% from any claims on top of the £100 excess. We have now been advised that our claim of over £900 has been declined as initial diagnosis was in 2017 - although we had simply followed vets advice. In addition we have were advised that as he has put on weight the premium goes up from £17.46 to just under £24. Followed by another email advising new premium will be £27.00. So even though we have not been paid for our claim the premiums have gone up by £10 pcm. In addition they have now told us that Lipoma is now excluded on our policy! What?? He is 12yrs old and is bound to get more lumps! Have now cancelled policy and would rather put money to one side for any future eventualities. Sad that they are quick to take money, increase premiums but reluctant to pay out claims.. Steer clear !!