Ongoing frustrating experiences with Outsurance Pet Insurance

am writing to formally express my extreme dissatisfaction with the service and misinformation we have received regarding our pet insurance policy for our three dogs. We have been loyal policyholders for several years, yet we have faced consistent issues that have compromised our coverage and benefits. A year ago, a misunderstanding regarding a cancellation request was resolved when I confirmed the policy should remain active and paid the necessary premiums to ensure there was no break in cover. Despite being assured by a representative that our chronic care benefits were reinstated, I was later told this coverage was no longer offered. Most recently, I submitted a claim for a muscle strain treatment. I was initially told incorrectly that we were not covered due to being on the plan for less than 11 months. Although a consultant eventually confirmed we were covered, I have now been informed of a R900 excess fee—a charge I have never had to pay previously. Furthermore, I have discovered that routine annual visits, which were part of our original agreement, are no longer covered. It appears that our benefits are being systematically reduced without prior notification or transparency. This lack of consistency and the repeated misinformation from your staff has been deeply frustrating. Please review our account history and provide a clear explanation for the reduction in benefits and the unexpected excess charge. We are currently evaluating other pet insurance providers, as we no longer have confidence in the management of our policy.