Tesco Pet Insurance, Not fit for purpose

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We had the same with Tesco for our pet insurance. We put in 2 claims and neither were being dealt with quickly. Then we heard back about the first claim and were told it was declined, like you, because of a pre existing condition. The condition? An abscess that had formed 18 months after her being routinely spayed. They refused to budge and a quick email to the chief executive of the company got not only both claims paid within a week, but also a £50 cheque as an apology. Maybe try this route