Also known as Insurance Factory If I could give 0 stars I would. Abysmal company. We made a claim 2 years ago and it took them 3 months of chasing for them to turn it down as a pre-existing condition. What they avtually did was to ask the vet if they could absolutely rule out an ear problem the dog had had two years before claimed for with another insurer, as the same problem as a skin condition which the vet had failed to diagnose. I gave up in the end, being messed around hy the insurer and the vet who refused to admit any liability for the rubbish information they gave. I just thought the insurer was underhand and had zero evidence to turn down the claim. They did give me £30 compensation for taking 13 weeks to turn it down. They claim on their wensite that it takes 4 weeks to make a claim. Even that is a long time compared with some industry rivals. I made another claim on 22nd Feb. 4 weeks ago I was told that I had been on a list to be allocated to an assessor but had now been moved up and would be allocated a place on the assessors’ lists. So i had been on a list to go on another list and the call operator agreed that this was the case. I started calling again yesterday and they claimed that the vet hadn’t sent their invoice through in February. I knew this was not true because they copied me into the email with the invoice attached. They immediately found it. As soon as I mentioned a formal complaint and taking it to the ombudsman, I got a next day agreement to pay, although it now takes 5-7 days for payments to be processed. They have offered me £30 to settle the complaint which I have refused. I sill take this all the way to the ombudsman because I don’t think this company should be trading, as whoever owns it are a bunch of inept shysters.