Insured for many years with our dog, never had a claim or anything....Our Dog had a slight white patch approx 2-3mm in the corner of her eye, was not bothering her or anything not inflamed or weeping, just a visual thing that I had noticed. Well when she went to the vets for her annual booster and health check the vet noticed her eye , had a look and e act words was nothing to worry about will monitor it, no treatment needed ( I know this as asked for my pets records). Well this year she went for her annual booster and health check again, the mark had got slightly bigger but still not bothering her at all, this time the vet asked if we had insurance for her, to which we had so referred us to another vet.. To which this vet said cream for a month etc and come back and we look to see what we can do..Maybe just a simple operation but as it's not bothering her it may be not worth doing....We paid the vet ourselves for the immediate treatment and told to claim this invoice back and they will settle direct with the vet on the rest of the treatment.. However when we contacted to make a claim we was told the policy only carries a 365 day claim period from the initial contact and they are counting the examination saying no treatment required as the first contact even though the qualified vet said nothing required.....So even though the vet said nothing needed doing or treating they are saying this is the first contact even though nothing was required but at 380 days later it does count...So can't claim so even if your vet tells you not to worry about it no treatment required and we will monitor it..It doesn't matter you are not covered...