From super impressed to Disgusted

I was very impressed with the first claim that was sent in for one of my puppies. Had great service, follow up calls, kept up to date about payments. But the second claim for my other puppy, I got an email back with a blank letter head, the body of the email read please find attached the information still needed or that is outstanding for the claim. Replying to that email got no response. Then got an email wishing my puppy well with recovery, logged onto the online portal just to find that they cancelled the claim. Phoning them also now frustrating as the Claims handler is not the person dealing with the claims but their email signature is on the emails sent out.