Pet Insurance Claim Refused

Common complaints include claims declined for pre-existing conditions (where the insurer says the pet showed signs before the policy started), exclusions such as dental treatment, time limits or aggression, mis-selling, significant price rises, deductions for excesses, co-payments and limits, and backdated mid-term exclusions or changes to lifetime terms. source

Annual policies cover a condition for 12 months; lifetime policies cover your pet for life as long as you renew each year; some are accident and illness only; trial cover usually lasts four weeks. source

Evidence from you, the insurer and others (including vet records), the law and rules, the policy terms, whether it was described as lifelong or lifetime, and the information given when the policy was taken out. It can tell the insurer to put things right and pay compensation for distress or inconvenience. Complain to the insurer first; the Ombudsman is free. source

The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance to help you make a claim and appropriate updates on progress, not unreasonably reject a claim, and settle claims promptly once settlement terms are agreed (ICOBS 8.1.1R). source