I have been trying to get £350 after years of no claims and insurance, and they have now claimed my cats recent issues are "pre-existing" from oct. 2018, 2 months after my cat was born. My vet records didn't show the issue until over 1 month after I got insurance with them, back in 2021. Even then I didn't claim, now it's gotten so bad that he's been in and out of the vets for check ups, experimental food trials, and now what could be long-term medicine if it works. If it doesn't, I will have to front the costs myself as they will continue to claim it was "pre-exisiting" when asked for evidence that this condition was shown back then (as I've searched through his previous vets history), they have declined to send evidence and offered "if the vets could send additional information amd evidence" the claim *could* be overturned. I'm so disappointed as I've been a customer for years now, and when I finally actually need their help financially, they skirt their responsibilities. Awaiting a response now but depending on how that goes, will be in contact with an insurance ombudsman. Just ridiculous.