Hey all, so I had an 11 month old kitten pass away this February from Neuro FIP. Our kitten suffered from sudden onset of Ataxia so we took her to the vet, then met with a neurologist the same night at the clinic. The neurologist performed their examination and suggested an MRI which we did later that week. Fast forward a couple days of treatment and hospitalization, we lost our kitten to FIP. It really sucked.
We submitted a claim with Lemonade to cover the MRI, including the vet records and receipts from the visit. Lemonade then asked us for SOAP notes, which we were unfamiliar with so we asked the vet for them. They understood the request and gave us those notes and emailed them to Lemonade and us. We forwarded them to Lemonade and were bounced between different agents because our first agent was out of the office. The original agent returned and closed the claim on the grounds that our provided notes were not SOAP notes. We resubmitted the claim to the agent and the same agent again, turned us away on the grounds that the notes were not what she requested.
I’m honestly lost here, I’ve asked the vet for these SOAP notes several times and they gave us the same notes as before — they look like what we one would expect for SOAP notes but Lemonade seems to be giving us the run around.
What do I do? advice?