They are the pits......as with all pet insurers, they refuse to let you know whether or not they will pay on a claim BEFORE taking on a procedure/ treatment. No other insurance operates this way....but this lot are the worst. They actually changed the wording of my vets report in order to reduce cover. Anothr time, my dog had to have a grass seed removed from her paw.....then this lot said she would no longer be covered for that again.....HELLO.....this is not a ‘condition’ to be regarded as pre-existing.....it’s an ACCIDENT. They will use any tactic to reduce/deny cover...it’s all about the money, not the animals. The entire way these pet insurers operate needs to be investigated and changed. They are the reason dogs are left in shelters because of the highly inflated expenses with vets and insurers. Surely, if a ‘condition’ is later regarded as pre existing and no longer covered, the premiums should be reduced since the over is reduced.