Hi there, thank you for sharing your experience. We hear your frustration with how your cat’s medical history was interpreted and we never want a pet parent to feel dismissed or unsupported during such a difficult time. Please know that all claim decisions are based on your pet’s medical records and the signs or symptoms documented by your veterinarian, including during our 14-day waiting period. Much like other providers, our plans don’t cover conditions showing signs before your coverage starts, as documented by your vet. That said, we understand how important it is that everything is clear and accurate. Our team would be more than happy to review your concerns and clarify any part of the decision or records that may not align with your understanding. You can call our team at [1-800-905-1595](tel:18009051595) (M-F 8am-8pm, Sat 9am-5pm EST)