My nan has a springer spaniel who recently went in for an op to remove a benign mass from her leg, everything went ok with this thankfully. The insurance company (Animal Friends) processed the claim as expected paying above the excess but then contacted my nan to explain that they have had to alter the level of cover for her as our vets have told them that Bonnie is "aggressive with a history of biting" therefore they have had to remove all liability cover from the policy. Bonnie isn't aggressive at all and is a brilliant companion dog for my nan. I immediately contacted the vets to try and get to the bottom of this. It turns out that that the insurance company have picked up from Bonnies notes (which were sent in with the claim) that when she was a puppy she used to mouth, which my nan must have mentioned at a puppy party/check-up over 9yrs ago - Bonnie is now 9 and a half yrs old! The insurance company "cannot" change anything as it has apparently already been logged onto their system, so now our vet is writing to them to vouch for her character and temperament. I'm really annoyed about this as it has caused great worry and upset to my nan and potentially means that her renewal price could increase dramatically. Our vets had never heard of anything like this happening before, has anyone had any experience of anything similar? I'm hoping its all a misunderstanding and can be resolved quickly...