Disgusting Pet Insurance Assistance

My dog Milo fell off the bed, immediately showed extreme discomfort and struggling with use of his one hind leg. We took him through to our local vet who was incredible with him, but there was such bad damage to one of the discs in his vertebrae that he was sent to a specialist hospital. At the hospital, who was also incredible with him we were told we were against the clock, leaving him like this could cause complete paralysis, or even neurological damage. He was diagnosed with invertebral disc disease, confirmed by both a vet and a surgeon to be the result of the trauma due to the fall. He needed surgery and an MRI, which was going to cost around R45 000 which I can not afford I had taken out pet insurance with Outsurance, and was so relieved, because I knew my accidental cover was available to help him, I got all necessary documentation ready, medical history, claim forms for both vets as well as an xray of his back .I sat on the phone with Outsurance on and off for 3 hours, begging them to please allow me to help my baby, as the clock was ticking, I was then put in contact with the nursing sister who would review my case, who was incredibly rude, and she stated due to Milo's age (he is 6) we needed to prove there was no degeneration of his spine prior to the fall, which I did with the xray. We even got the specialist hospital to contact Outsurance to stress how we need to assist Milo ASAP and reiterate that there was no previous issues with his spine, to then be told they were declining our claim, as IVDD does not fall under accidental cover and I have to wait a year before I can claim for it. We stressed to them that there were no previous signs of any discomfort in my boy, this all happened after an ACCIDENT, which both the vet and the surgeon can vouch for.My baby is now in a tiny crate for at least two weeks, taking 3 types of painkillers hoping he will heal, but will still be at risk of this happening again and starting from square one.

My baby is at risk of serious permanent damage, and there is nothing I can do to help him without the insurance I pay good money for. I can also supply the xrays and letters from the vet backing it up.