Had an emergency with my dog - stomach torsion on a Sat. evening at 7 pm. The vet and nurse met me at the surgery, operated immediately. Dog recovered. On claiming - AF refused to pay for the attendant nurse; wanted the dog's full medical history (difficult, as he was a rescue I took on at 4 years old - I had no history) and told me to contact previous vet. After numerous enquiries, I finally tracked down a Bristol vet who had given first vaccinations, but he would give no information - Data Protection Act, he said. Weeks went by, numerous e-mails, phone calls. Finally my own vet intervened and read them the Riot Act. They paid the vet (minus excess and nurse's costs), then wrote to me and refused to cover any digestive matters. Also, they refused me 3rd party cover because I had had the dog castrated, saying that must have been because he was aggressive - in fact, castration was a condition of taking on the dog from the rescue charity.
I refused to renew. I joined The Dogs Trust for 3rd party cover, and will stand any future vet's costs from my own assets.