Appalled at how I have been treated at this vets after having been a loyal customer for nearly 20 years. Was told that although cat fully covered by pet plan they needed a £200 deposit before they would do operation. This feels like extortion as you have no choice but to pay it. It used to be that you just paid your excess. Then if there was a problem with insurance then you would foot the difference. What is the point in having insurance paid directly to vets if this is not possible without significant money paid first? Payment was made reluctantly. However, when insurance paid out, vets did not reimburse £200 minus excess which they had promised to do.... they insisted on waiting until second claim went in to check if what was removed in the operation was cancerous. This is completely unjustified S there would be no instance that the insurance could say no as it formed part of the same claim. Mark Taylor (vet) also highly rude on phone refusing to liaise with colleagues who deal with the insurance, telling me I needed to do all the chasing, despite me having paid an additional fee for the practice to deal with all aspects of the claim on my behalf! His rudeness and inability to perceive what is involved in customer service astounds me! I will NEVER send my cat back here! Checked online and these vets are charging extortionate rate so absolutely makes sense to another one as they clearly only care about lining their own pockets. Read Less