my dog had swollen ear took him to vets they said he needed to have an op had this done £570 he is fine now paid bill and put in claim to marks spencers pet insurance 16th February 2018 I have been with them for a few years, only made one other small claim .it is now March 12th phoned up to see how much longer before they would pay me only to be told that i was not recognised on their system yet I have a standing order with them which goes out on 1st of month every month .After many more calls i was told they would have to pass it on to higher person in complaints department but this could take yet another 3 days before she could get back to me. so basically they are taking money out of my account for a policy which they do not recognise which in anybody's eyes is fraud, i do hope they resolve this matter very quickly before we go down the legal road to resolve this. I took out M & S pet insurance because i thought that least they are a good company I do not want to be proved wrong so I hope they resolve it fast