Awful firm! I logged my claim 2 weeks ago, and its still being processed. At first my claim got declined because they said i paid for my medical bill in Caribbean dollars, which meant that i didn't meet the minimum excess amount, this was completely incorrect after i clearly stated the amount was paid in USD, i even told them what it equated to in GBP, in the initial claim details. It seems the the people on the other end of these claims reviewing them are extremely dim, or they have been directed by someone else to try and do everything in their power not to pay or make it as difficult as possible to pay out, the cynic in me believes its the latter. Communication is diabolical, no one ever responds to emails to their email address or calls back. AVOID! at all costs and go with a reputable firm.