HI, my friends boston terrier had a problem with her soft palette, but the insurance company refused to pay stating that it was a prevouis condition, (previous thread insurance refused)to see notes on case.
Both the vets from the hospital and the local surgery wrote to the company and since then we had spoken to the ombudsman and they needed to reply in 8 weeks, Today my friend received a telephone call to say that they have reviewed the case and believe that they may have been to hasty in refusing the claim orginally. They have now agreed to pay all costs except for the excess, Because she is a valuable customer they are going to reinstate her insurance from the day when she cancelled due to the telephone call stating there was going to be a non payment of claim, so its been backdated plus they have dropped her premuim price by £1.50 per month, the boston is covered for all ailments as before but for this condition it is will less the amount they are going to pay out if this ailment crops up again.
My friend is so relieved  as she knew she had a legimate claim and the insurance company was trying any way of refusing the claim, which at this present time is not an one off case, so if you believe you have a good claim please fight your corner and dont give up, but the vets helped greatly with detailed letters stating the case for us.

That's good news - well done.

A word of caution for anyone else reading this.  DO NOT cancel your cover if you are in negotiations with the insurer.  The advice would be to wait until all avenues have been explored and everything checked and double-checked.  If you cancel too soon the insurer may not be so forthcoming.

You are lucky in this case that the insurer reinstated and backdated the cover.  Some companies would say that even if it wasn't a pre exisitng condition... it is now...

Terrific result, well done :-)

Just goes to prove hat a little effort goes a long way...well done her for keeping at it!