Very disapointed in Outsurance

I just joined Outsurance last Monday 28th August for pet insurance. My policy was to be activated on the 1st of September. Murphys law on the morning of 1st September, my daughter slammed the puppies tail in the door and a piece of tail fell off, an accident that we did not see coming.

I was unsure what to do and requested a call back from outsurance. The consultant told me she was not sure if they would pay as was my first day (so much for no waiting period). She said they do not work with SPCA vets. Being unsure if they would pay for the vet bill or not I rushed him to the SPCA vet as would be cheaper for me as I wasn't sure if I would be paid back.

The vet cleaned the wound, gave him pain meds and antibiotics and said he needs surgery to remove some more of the tail as the bone was sticking out.

When i called the agent back to tell her the dog now needs surgery she said i need to do the claim for the first visit to the SPCA vet after telling me they don't work with SPCAs because they don't do itemilised billing. She said I need an itemized bill from them. knowing they don't do it.

Now I am stuck if I take him to a private vet will the bill be settled by outsurance as the spca cannot give me an itemilised bill, do I take him to the SPCA and pay from my own pocket. I regret going with Outsurance and should have stuck to the pet insurance that my other pets are on.

Now the poor puppy sits with an injured tail and I still have no clarity.