My dog just turned 3 in October, insurance started for him in Dec 2020. In that time, I've been reasonably happy with them. My dog is quite healthy, for the exception of a bad case of Irritable Bowel Disease that requires medication. Other than that, very good health. I get his flea/tick/worm treatments from the vets on the vet deal, not through MP.

It was fine for the first two years. In the last year, however, it's taking longer and longer to get very simple claims done. Many, many months and prodding from the pet surgery to get it done. I'm not sure what's going on, but that has definitely left me less than impressed.

What's really setting me against them, however, is that for 3 years, my payments have been around £30 per month. As I said, my dog's only condition is IBD, and that is easily controlled with medication.

MP have informed me that starting in Jan 2024, my monthly payments are now *DOUBLED,* *£60*. No discussion, just doubled.

Under the explanation, they claim it's due to his age-- he's literally just turned 3 in October. They charge double when a dog turns 3 years old? That's absurd.

They're also telling me it's his medical history. He was diagnosed with IBD before 2023, so this is not new-- he's only had one other incident within the ast year; an eye ulcer that has healed completely after one trip to the vets and eye ointment. So as far as I am concerned, they have no reason or explanation for why this has DOUBLED.

I email back saying this is quite absurd, I need to talk to someone about this. They reply that I have to CALL them on the phone and talk to someone at their office.

Right. I'm Deaf. I am not non-verbal, but I do not speak well. I CANNOT call. I've repeatedl told them this, and I said it again in my reply. They have not replied to that email, but in fairness I did send it on 30 Dec so they have probably been out of the office. But I'm sure they'll say the same thing- CALL.

It may be legal for them to refuse to help me unless I, a Deaf person who cannot use the phone, calls them. But it is really, really horrible customer service and really awful accessibility.

It is now 2024. This is not 1954.

There is *NO* reason that phones should be the only way of communication for a company in 2024.

So this leaves me with a 3 year old dog who is completely healthy for the exception of IBD, an insurance company that is not only VERY late on paying claims, but now price gouging me without explanation or discussion. And, they have no accessibility functions for people who are deaf and cannot call to discuss this matter.

I will probably be stuck with this company because he now has a 'pre-existing condition,' but over the next three weeks, I will be contacting other insurance companies and adding up whether it's best to switch insurances that will pay more quickly and have accessibility for their customers and pay for the IBD issue out of pocket, risking that this may worsen. But I definitely do not want to stay with MP because of all of this.

I hope to find another company within the next few weeks. Maybe even one that will help a Deaf person who cannot use the phone!

It might be worth it to switch-- paying £60 a month for a very healthy shih-tzu who only needs IBD meds and rarely has any other issues is utterly absurd.

IF I stay with MP, it will be ONLY because I am forced to due to my dog's pre-existing conditions making it harder to switch to a better insurance company. I will not stay with them because I like them or because I approve of them, but because I am forced to.

I would highly recommend you DO NOT SIGN WITH MANYPETS FOR ANY INSURANCE. They're okay, then they're not. And if you have accessibility issues, or are on a lower income, you're as screwed as I am.