Unable to claim

Very dissaponted . I rang regards to my pet policy insurance is cancelled or not because I will have my dog eye surgery soon. I been told can't be cancelled due to still remain policy after 12 months I can cancelled so you guys sent me a form to give to the vet to be fill for my dog pre surger claim form. Just now why I received the letter saying can't be claim due to my policy is cancelled? It's not right.

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