I've looked into almost every pet insurance for my furbaby and finally decided to settle for PIA. My main reasons were: highest annual benefit limit, option for $0 excess (yes the premium increases with this but it's worth it when your vet bills are under the excess amount), online claiming option.
Always read the fine print, the wording is very similar for most insurance policies but there's always exclusions. Everyone is aware of the "pre-existing condition" clause and know that wont be covered but with pet insurance some policies don't cover pets after age 9 which in most cases is when they need it the most; i confirmed with PIA that my pet would be covered for their lifetime (condition being there has been no breach or lapse in cover, which i think is fair)
I've had good and bad experiences with their customer service but I don't think it's fair to ALWAYS have excellent customer service.
My one bad experience with PIA was when they knocked back one of the claims stating "a pre-existing condition" based on a nurses' notes in the history. Long story short: I challenged their decision and escalated it to their claims team to review the previous baseless decision with a letter explaining the entire situation, providing facts and a timeline. It took a few months, but in the end they retracted the "pre-existing condition" listing from the record. I haven't had any issues since then.
Overall I am definitely satisfied with PIA (especially given their response to the above mentioned incident) and think their policy is most certainly best value for money.
They could definitely do with a more user friendly online interface but that's a negligible fault when you consider the benefits.