Claim declined despite vet evidence and years without treatment. Claim declined despite no treatment, medication or ongoing management for the condition during the years prior... Claim declined despite vet evidence and years without treatment. Claim declined despite no treatment, medication or ongoing management for the condition during the years prior to policy inception. Our cat Neo had historic scarring to one eye when we rehomed him, caused by a previous respiratory infection before we owned him. The eye remained stable for years with no treatment required. In November 2025, he then suffered an injury to the eye which rapidly deteriorated and ultimately led to emergency eye removal surgery. Only Paws initially advised they would review the claim if our vet confirmed the surgery was linked to the later injury rather than an active ongoing pre-existing condition. Our vet provided that statement and confirmed the eye had been stable prior to the injury. Despite this, the claim was still declined, with the insurer effectively deciding that because historic damage existed, any future issue affecting the eye would always be considered pre-existing regardless of later injury or years of stability. Very disappointing experience and we are now escalating the matter to the Financial Ombudsman Service. Read more Read less