I fell out with them in the end and cancelled my policy but if I'm honest it wasn't anything to do with their service to me. We claimed once for a fairly minor thing and they were fine.
But when we moved the old owners obviously didn't amend address. I returned it as goneaway for a few years. I inadvertantly opened one without looking at the name one year as we had been there about 4 years and I had petplan myself. I decided to ring as full bank details were on the letter. The incredibly rude lady on the phone said she couldn't stop the mail outs until they were given a new address. She was so snotty in the end when I questioned their 'goneaway' proceedure that I cancelled my own policy. I am not prepared to allow any company to hold my bank details who tells me that they are not prepared to stop sending full bank details to an address they are fully aware the customer is no longer resident at.