I'm afraid I've only heard bad things too. I haven't used them but I know the specialists we use for Charlie hate people being insured with them as they don't like paying out.
One example she told me about was them refusing to pay for the anti-bacterial shampoo you have to use for a week prior to a hip replacement to stop infection. They won't pay as they say it is a preventative not a treatment I know it's not mega expensive but it's the principle of it and all part of the treament for a THR
My friend had her boxer with them. She would advise you to change immediately. Our pups are only weeks apart in age, and she is still paying off a vet bill from over a year ago which they refused to cover. The dog nearly died, and the vet rang them while he was on the operating table to ask if he should PTS. They decided to give him the slim chance and he has now recovered fully, thankfully. But the bill is going on and on and on!
I can only echo the above; our cats are with them and are only still there because of pre-existing conditions. In my experience the time taken to settle claims and general levels of customer service left an enormous amount to be desired.
E & L is known at our vets by the name Excuses & Lies. Dont touch with a barge pole.
Animal Friends Insurance used to be underwritten by E&L and even they had soooo many problems they have refused to have anything whatsoever to do with them, have removed all links to them and have given themselves significant commercial distance. The only reason I found this out was that I had to claim on my Animal Friends Insurance recently and the vets said "you do know who they are owned by dont you. I panicked and rang and spoke to someone in their senior management and they reassured me.
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