I was warned about this insurance company through many of my friends, vets, and my yard manager whenever I was in search of an insurance company after purchasing my first horse. I also was there and witnessed my friend's pony get injured and was there whenever she phoned the insurance company and actually heard the rude customer service and how unwilling they are to actually pay out unless there is solid proof the injury is genuine e.g video footage.
My friend's pony became injured when he was kicked in the field by another horse and had quite a deep wound in his side. Very distraught, I held her pony and helped to wash his wound whilst she was on the phone to the insurance company. Although she explained what happened exactly as it was, the company seemed as though it didn't believe her and demanded some sort of solid proof that it had definitely been an accident. They then tried to tell her that they cannot pay for field accidents as they are bound to happen at least once in a horse's lifetime. My friend remained perfectly patient and calm and kept explaining things in a nice tone but still they were rude. My friend was on the phone with them for 45 minutes and later concluded they would pay out the insurance claim but it wouldn't arrive in her bank for 3 weeks, which was effectively too long. Upon speaking to our yard owner she told us the insurance company is well known for it and advised changing immediately. I would advise everyone to stay away.