Had cover for a couple of years, never claimed on my policy. I unfortunately had to have my beautiful dog put to sleep. I was unable to claim for this due to his age which I was aware of and didn't have issue with. I therefore cancelled my policy as didn't need it any longer. I was sent an e mail advising that I was owed premium and it would be credited to my account. A few days letter I was sent a conflicting e mail saying I owed them money. I called and was advised that this was an administration fee and that the first letter was wrong. I was told it was in my policy wording therefore had to pay regardless. I complained about this as I was not given an apology for the error with the first incorrect email and also why was I paying this admin fee when it was an online provider? I was told I had to pay regardless or they would sent this to a debt collection company. So not only had I lost my best friend which I was deeply upset about I also had the added distress of being threatened with this when I had initially thought everything was ok and I was up to date with my payments. AVOID at all costs. Have no idea what real customer service is and are clearly only in it to make as much money as they can!!!