My cat had a blocked urethra previously, so before taking out cover, I emailed Pet Plan to see if he would be covered for it. They said he wouldn't be covered in the first two years, but as long as he didn't have it again during those two years, they would cover him after that, so on this basis I took out the cover. After paying the premium for two years (and my cat not having the condition during this time) they sent me a letter saying they wouldn't lift the exclusion from the policy because it was a pre-existing medical condition. I forwarded them the email that said the exclusion would be lifted if he didn't have it for two years and they said they wouldn't lift it because he was still on a prescription diet to prevent the condition. I felt very disappointed that this wasn't pointed out when I took the policy out, as I wouldn't have gone with them if I had known this (as cats who have had this condition will often be on this diet for the rest of their lives). I cancelled the policy straight away.
I never made a claim so I can't comment on that.