Back in early December 2025 a claim we put in for our cat was refused - no grounds given and email received at 5:30pm on a Friday - leaving us extremely frustrated with no one to talk to. We put in a complaint and argued our case. On the 2nd Jan we had an email saying decision overturned and we would be getting a settlement email and our money within 14 days. Great we thought! Fast forward to now (26 days after the final decision email was received), 2 emails and 2 phone calls later STILL no money. It’s impossible to get through to the complaints team dealing with my claim over the phone, they hide behind agents who are friendly enough but cannot deal with the issue. No replies back from the emails we have sent. Spoke to someone yesterday explaining my frustrations and explained I wanted a call back from someone who can actually help plus an email outlining what had been discussed and action moving forward. No phone call and no email received and guess what…STILL NO MONEY. This is an extremely stressful situation to be in and if I was you, I would avoid this company like the plague!
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