Suspicious Pet Insurers

I'm so sorry to read about your loss, that's terrible. My view about the insurance would be this - if they initially provided you with the details of your policy under your contract of insurance and either did not or could not make contact with you (i.e. they took reasonable steps to get in touch but couldn't) about changes to the terms of the policy, your initial terms apply. I would also try and find out when the new change came into effect, as it might be your claim could be valid until this time, although judging by the timing in your post, perhaps unlikely. If they refuse to honour your claim, make a formal complaint with them and if that is unresolved, contact the Ombudsman.

I'm not any kind of specialist, this is just my view, but hope it helps at this distressing time.

 

I also offer my condolences. I have nothing to add to what @arealhuman has said, I also think that as you entered into a contract with them that includes a death benefit, they should honour that. However, as you were unaware of any heart problem, be careful you don't suggest anything to them that might make them think your dog had a pre-existing condition that they could exclude from cover.

 

May I add my condolances on your loss..

Re the contract ..My way of looking at this would be the one issued in March is the one you signed up for and as the company did not inform you of any change until after the loss of your dog I would say the original contract was binding. But, do not phone them.. Make a copy of your contract and email them making your claim pointing out the clause which covers you.. eg .. Dear sir I am claiming until paragraph 6 section 2a so that there is no doubt to them you know you are covered. The reason for not phoning.. If you think there is any chance they might deny your claim you want that reason in writing not just via the phone or if they say they will pay and later change their minds and youve done this by phone you will have no proof.. So everything in writing and stick to your guns.

even better if your vet does it ...carries more weight.

 

I am so sorry for your loss. How awful that you now have to go through this process.
Can I ask you to name and shame if it seems as though they have acted unprofessionally? We all need to know who to avoid. You could use this warning in your dealings with them.