I have been with this company for approx 4 years and have seen the customer service gradually get worse. The claims are taking way too long and when you ring this is put down to a high influx if claims which has been the same excuse for the last year so I don't buy it just get more staff. Also my vet had to send the claim across 5 times before it was put in the system (this then adds further time to your claim) It used to be be claims take 7 days to evaluate and then 10 and now 20 (working days. 0nce it's been evaluated it then takes up to 10 working days before it goes in your account ridiculous. I pay over 150 a MONTH and still have to wait ages for a payout. I have explained that I have a brain tumour and anxiety to various customer service people and that the time it takes to sort out claims is putting me in financial hardship but makes no difference. Steer clear of this company