I had my two dogs insured with the provider for two years until the latest renewal increased significantly, forcing me to find alternative insurance. In August, the older dog had a UTI requiring treatment. I submitted a claim on October 1, two weeks before the renewal date. Due to policy and age excesses, the claim would have paid only £57.66. However, on December 4—eight weeks later—the claim was rejected under the policy exclusion of 'Any condition, accident, illness, or benefit resulting where the condition happened prior to the start of the policy,' citing a UTI from September 2022, three years before I purchased the insurance. The UTI I claimed for occurred during my coverage period; it is not an existing condition. I believe the wording of the company's exclusion clause is ambiguous and misleading. The new insurance company uses 'pre-existing condition' for clarity. I strongly advise against using this provider for pet insurance.
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