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Adele Beeson

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Review of the The Insurance Emporium, Pet insurance:

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cystitis is not the same as chronic kidney failure

this company won't pay for long term kidney problems because my cat had cystitis several years ago. Every time I say anything about it I get a response saying they are part of the same system and they are so sorry my pet is ill. Reviewed on: 14th October 2023

Reply from The Insurance Emporium Good afternoon, We're sorry to learn you remain unhappy with the outcome of your claim. Where a pet has suffered a condition before coming on cover we may place an exclusion in view of the increased insurance risk and this may prevent claims for other conditions. Any such exclusion is transparently detailed in the Schedule of Cover. For cystitis we exclude the urinary system which would prevent a kidney disease claim. Kind regards, Kirsty The Insurance Emporium Response date: 16th October 2023

Review of the The Insurance Emporium, Pet insurance:

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They took my money for years then refused to pay when my cat got seriously ill.

my cat had cystitis years ago and when I took out insurance for her I accepted that a urinary infection would be considered a pre-existing condition not covered by the insurance. What the company failed to tell me is that they consider renal failure to be the same thing as a urinary infection so when, years later, I asked for help to cover the costs of this serious condition they refused to pay. I am extremely angry about this. Reviewed on: 1st August 2023

Reply from The Insurance Emporium Good morning, We are sorry to hear of your comments. We understand that when you purchased your policy you disclosed the previous issues with your cat's urinary system. Due to this, we placed an endorsement on the policy due to an increased risk and provided this with your policy documents excluding the urinary system as a whole. Your policy documents have also been provided at each renewal confirming under what terms we can supply cover. Unfortunately your recent claim fell under the exclusion placed for the urinary system, and therefore the costs were unrecoverable. We appreciate this may not be the answer sought however if you remain unhappy please contact us at [email protected] and one of our Customer Experience Team will acknowledge your concerns within 5 working days. Kind regards, Kirsty The Insurance Emporium Response date: 2nd August 2023

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