As previous reviewers have stated stated, I am only giving them one star because there isn't the option to leave no stars. They will use any excuse to label something as a 'pre-existing condition' to get out of paying. We devastatingly had to have our greyhound put to sleep last month as he had broken his femur. Due to the seriousness of the break and his age (he had just turned 14) it wasn't fixable. He obviously had worsening arthritis at this point and it would have been very unfair to put him through surgery with no guarantee of a successful outcome. However because the supplied vets notes mentioned a stiff shoulder in 2012, Animal Friends are claiming his arthritis was a pre-existing condition and have refused the claim. We took the policy out in January 2011, the stiff shoulder is mentioned in October 2012. Despite repeated requests, they have yet to explain how a stiff shoulder relates to a broken back leg. Instead they have 'suggested' that we go back to the vets and ask them to provide more information. I have told them to jog on. I will be making an official complaint to the company and will also be reporting them to the financial ombudsman. As fair as I am concerned this is a fraudulent company. I am never taking out pet insurance again. You will be better off putting the premium amount in a separate account to use if you need it.