We have been with PIA for three years now and wouldn't change a thing. With eight pets, four cats and four dogs in our family, we have made many trips to the vets and spent thousands of dollars and have never had a problem with our claims (unless I have forgotten to send something). Without this insurance we would have struggled financially to maintain the health and happiness of our fur babies and not to mention how we would have coped in emergency cases. We have found the phone operators to be friendly and helpful and seem to be genuinely caring and sympathetic to our needs. Our refunds have always been made quickly into our bank account. We have no hesitations in recommending PIA to our friends or anyone else. The policy's are easy to set up online and the customer support is great. We find it great value and the online portal is very useful to keep an eye on each pets history and to track claims :-)