DO NOT TAKE PET INSURANCE WITH THIS COMPANY! To make a claim, you must first pay the vet bill, then pay Nova Direct the excess fee, then pay the rest of the contract direct debits before they will look at your claim. They require all kinds of documentation, proof of ownership, proof of vaccinations, proof of microchip, medical history to name but a few. Then they will offer you a fraction of the claim. Also, you cannot speak to anyone on a phone. As a previous reviewer mentioned, when checking prices, Nova Direct came up as £12.50 per month, but the actual DD was for £14.99 per month - when I questioned this, they said that was the price of it - either stick with it or pay the cancellation fee! My vet bill was almost £400 which I had to pay up front. When I made the claim, I had to pay the Excess fee of £100, then the rest of the DDs at almost £50. They offered me £81.87p. I have now closed the claim, and at least I will get my £100 back (hopefully!). Other insurers are so easy to use where the bill is settled between the insurance company and the vets. This has been a nightmare from the start - I went through all that for absolutely nothing. Please be warned - do not use this company.