Business ProfileforHealthy Paws

I enrolled with healthy paws for my cat on 08/24/2018 and have been paying the premium on time since then. I didn't submit any claim until November 2023 - a first one with an amount of $117.62, and a second one of $ *****. The first claim, with the smaller amount, was taken care of quickly without requesting any additional documents. However for the second one, which exceeds the deductible amount ( $200), I was requested to provide additional medical records etc. by automated email notifications, without clear direction on what exactly was missing. I did request a copy of the full medical records from my vet, starting my visit there in 2016, and submitted it on 02/27/2024 ( or the 28th). I didn't hear anything until 03/22/2024 that they were closing the claim. They took 3 weeks to find out there's still missing records and closed the claim directly, leaving me no chance to find out why.Reading the other complaints I find the enrollment exam might be what was missing. Then my question is - If the initial exam is mandatory for the enrollment, why I didn't get informed at all for the last 5 years ( 2018 - 2023)? If the mandatory initial exam was missing all the time, why did you collect my monthly payment for 5 years, and why did you accept and process my other claim ( because the amount was small and didn't exceed the deductible?)? I need my policy to be reviewed carefully. If it's never valid due to missing the initial exam, I need a refund of all my payments since 08/24/2018.