We decided on PIA with our new puppy as they offered the best value for money. We have only had to make one claim for poisoning/toxicity. The claim process was relatively straight-forward and smooth, but of course the payout was less the significant excess and only a percentage of costs. This was the terms of our policy though, so I can't really complain! Overall the customer service online and over the phone has been excellent and they have honoured the policy when we needed it.