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I luckily haven't ever needed to claim on my phone but had to on a laptop with them after it was stolen from me, they were very understanding and helpful. They replaced my laptop quickly and I was really happy with the service I received. I've had negative experiences with insurance companies in the past so was really surprised and happy with how great they were.
The phone insurance is some of the easiest I've ever set up and provides a good amount of cover for nearly half the price my network (t-mobile) want. They even have an app you can get.
I recommend them to anyone, and trust them with all my valuable electronics. Great insurance, very easy, and really great value. Recommend them to anyone.