Dissapointing service

We took medical insurance from Auto & General Petcare over a year ago, recently we had an incident where one of my dogs fell ill and we thought it was poisen, we rushed the dog to the vet and our pet needed to be hospitilised. In the meantime we received the claim form and it was filled in and send back, a lady phoned me assuring me that they will pay the vet directly, it is now over a month and no payment was done. I have send e-mails to whom ever I could just to get an answer from them, up to date no reply. Don't even try to co tact them as they never answer. So good luck to everyone who think they are covered by A&G, they don't care at all....