Excellent service Micaela from OUTsurance pet insurance

I would like to express my gratitude for the exceptional service I received from Micaela van den Heever, a Vet nurse at OUTsurance pet insurance. My Bullmastiff, Lucy, underwent a cruciate ligament operation on her right knee on 1 August 2024. She had previously undergone the same operation on her left knee in March 2024. As it is unfortunately common for the other knee to be affected after one is repaired, I spent a considerable amount of time on the phone with OUTsurance to confirm that Lucy’s second procedure would be covered. I was eventually assured that there were still sufficient benefits remaining to cover the operation. After the procedure, I paid for the surgery with my credit card, expecting a prompt refund. However, when I submitted the claim, I was informed that I would not be reimbursed. After several more phone calls and expressing my frustration, I was fortunate to be assisted by Micaela van den Heever. She was incredibly friendly and helpful, and she took it upon herself to retrieve the recordings of my previous phone calls, where I had received confirmation of the coverage. She assured me that she would do everything she could to resolve the issue and promised to update me the following day. True to her word, Micaela contacted me the next day to inform me that the claim would indeed be paid. I received the refund, and I am extremely grateful for the excellent service she provided.