DotSure rejected my claim despite urgent vet recommendation - don't get their insurance

I am extremely disappointed with DotSure and would not recommend them based on my experience.

My cat recently had to go in for a procedure due to a bladder infection. During the operation, the vet discovered bladder stones and recommended that we proceed with the necessary surgery after trying to dealcalise the stones and them not passing, rather than sending him home, waiting a month, potentially allowing the condition to get worse, and only then doing the surgery simply to fit into an insurance claim process.

The vet even provided a written letter explaining why it was medically recommended to continue with the procedure. Despite this, DotSure has declined my claim again.

The lack of proper communication has been shocking. There has been no clear explanation as to why the claim was rejected the second time, especially considering that supporting documentation from the vet was provided. Trying to communicate with the claims department is incredibly frustrating, and it feels like there is no proper way to actually get a fair response or resolution.

I have paid more into this insurance than what this procedure cost me, yet I only received a small portion of the amount back. What is the point of having pet insurance if, when your pet genuinely needs medical care and your vet provides a valid medical reason for urgent treatment, the claim is still rejected?

The customer service and claims process have been extremely disappointing, stressful, and, honestly, ridiculous. This experience has left me feeling completely let down by DotSure. I would seriously caution other pet owners before trusting them with their pets’ medical cover.