Disappointing

I am writing to express my dissatisfaction with OUTsurance Pet insurance regarding my recent experience with their pet insurance coverage. I spoke to Sizwe Kgambule claim nr ***. He said they ckaim is rejected. I am still waiting for the rejection letter. After almost 11 months of having my pet covered under their policy, I was shocked to learn that Mass Cell is excluded from the policy for the first year. As far as I know it is not a heriditary desease. The Vet removed the little lump and did not sent it for histology so i assume it is benign. He said she is fine. Please see info about heriditary illnesses:

And I quote:

"While Springer Spaniels are not among the highest-risk breeds for mast cell tumors (MCTs) like Boxers or Pugs, they can absolutely still develop them. Spaniels are also highly prone to completely benign lumps, such as lipomas (harmless fatty masses). How Genetics and Heredity Work with Mast Cell Tumors * Not Simple Inheritance: You do not inherit a "mast cell tumor gene" directly from a parent dog in the way you inherit fur color or eye shape. * Breed Predisposition (Genetic Risk): Certain breeds have a much higher risk of developing mast cell tumors, which points to an underlying hereditary susceptibility. High-risk breeds include: * Boxers * Boston Terriers * English and French Bulldogs * Pugs * Golden Retrievers and Labrador Retrievers * Staffordshire Terriers / Pit Bulls * Rhodesian Ridgebacks * Shar-Peis " On what is more concerning is that this exclusion was not adequately explained to me when I initially started the policy. The lack of transparency in disclosing such critical information during the policy inception process is highly disappointing. I rely on accurate and comprehensive information to make informed decisions about my pet's health coverage. It is upsetting to discover such exclusions only after a claim is denied, leaving me in a difficult situation. I believe that insurance companies should communicate better and explain clearly on policy contract which deseases are excluded not only say " heriditary and conginital deseases"so that the owner can be aware of any limitations that may impact their coverage. The omission of information about the exclusion of these information for the first year from the policy documents is not only misleading but also raises concerns about the overall transparency of Outsurance's policies. It seems yo me that the 12 month waiting period applies to every sickness claim. The unexpected denial of a claim undermines the trust I placed in Outsurance to provide reliable and comprehensive coverage for my pets. I urge Outsurance to reevaluate their communication practices and consider revising their policy documentation to provide clearer information about exclusions and waiting periods. Additionally, I request a thorough review of my specific case and a reconsideration of the denial of my pet's claim for Mass Cell removal expenses. I hope that Outsurance takes this communication seriously and makes the necessary improvements to ensure a more transparent and customer-friendly experience for all pet owners under their coverage.