Poor Claims Handling

It is really disheartening to be be treated in such a manner when I now start using the plan.

I contacted 1 plan on the 19th when I was unable to load funds on the app that my dog had a specialist appointment on the 20th and after his visit, I submitted all necessary documents including POP showing I paid the extra amount but when I now ask about my refund I am told I am not due a refund (yet I was given the impression that I will be refunded by Lutendo), when I was chasing my money, only then were T&C's now explained (same as my recent claim, after not giving in, the claim was approved "with lineancy"- a term or phrase that when I ask what it means I am told of the cover limits and not explained to what the lineancy means. Still waiting for call from the claims manager). As I said, I am given the impression that I did something when I have been nothing but honest and upfront but the same courtesy is not given to me.

When you ask why on 1 claim I was refunded whilst the other I am not then I am told how 1 claim was processed under different benefit because of the procedures done. When you ask questions it's like you are not making sense.

This is poor service