In the process of making a very small claim, first and final one. They require full Vet records but have great difficulty in actually doing the investigation themselves. OK they may be working from home but they really seem clueless. I have to contact previous Vets on their behalf. Clearly they are hoping for a pre-existing condition so they can dismiss the claim. (There was no pre-existing condition). Perhaps a supervisor may review this claim and instigate some staff training. As I mentioned, the claim is very small once the excess and % deduction is applied. Hopefully I will not need to publish my discontent further and the matter is resolved amicably.