Do try calling the financial services insurance ombudsman and let them know what has happened. They called E and L before they investigated and lo and behold the next day I had a call to say they would pay up after all. It's worth fighting it anyway. E and L are terrible insurers and I wouldn't touch them with a barge pole again.

I am in the process of trying to get a claim for treatment of 3 conditions but hitting a brick wall. Have never claimed in 8 years and when we did they haven't even paid half the bill. They're saying that because there was no confirmed diagnosis that it would be classed as 1 condition instead of 3 separate problems. Unfortunately we were so distressed at the rapid decline of our dog we didn't ask the vets to submit individual claims and it went in one form. The vets have since split the claim but E & L aren't budging. Am now writing to the General Manager but don't expect any joy there either. Have spoken to the Ombudsman , but have to wait for the managers reply before taking it to them. I too will be cancelling my 3 other pets insurance after this has been settled. E & L are playing with words now, just a shame our dog couldn't have held on longer for a diagnosis eh ! 3 separate visits with 3 different symptoms = 1condition , so beware of this clause as they will only pay out per condition, not per symptoms or investigation if you cannot prove they aren't linked. Will let you know how this develops.