My partner and I had to make a claim as our car needed a tooth extraction. We paid the vet and filled out the claim form then sent this to L&G. This was in Feb/March 2019. We contacted L&G several times for updates regarding our claim but were essentially lied to and fobbed off each time. It was a case of being told that because our claim went over a renewal cycle, L&G had to wait for Ultimate Pet Partners to send them a form. We spoke to UPPs who confirmed this form had been sent. My partner contacted L&G multiple times but each time she was told that there was nothing they could do until they had the form. She even spoke to an agent yesterday morning who said they would chase this up and when my partner called back the same day, a new agent advised 'The agent you spoke to is not in today. You must be confused and called yesterday when she was in'. Based on the appealing service we have been given, we wanted to complain. We were then told that agents can't take complaints over the phone. The agent even said "I'd have to write it on a post it note but I will probably lose the note." When we've paid premiums for over a year and even renewed based on the fact we were expecting L&G to fulfil their role as an insurer, I can safely say they are up there with the worst companies to deal with when the time comes to get their help. My partner was so upset by the whole experience, we cancelled the policy without being paid for the claim. We are not only out of pocket for the surgery which cost more than £400, we also wasted premiums paid for over a year. Not to mention the time spent contacting L&G to ask how far the claim has progressed. This experience is utterly unacceptable but is probably quite beneficial to them in financial terms as they are quickly to take your premiums, but will do everything they can to not pay out.