Direct Line They must be joking!!!

I have two dogs, and since they were puppies they have been insured with DirectLine. As the dogs have got older the premiums have gone up and up, and the excess has got higher and higher.
One of the dogs now has epilepsy and dementia. DirectLine won't pay for the treatment of the epilepsy. They say we should have claimed when he first started showing mild signs a couple of years ago. We did not, so tough luck on us.
As for the dementia, they will pay for that but every time we get more pills from the vet we need to fill in another claim form telling them what they already know and even then they won't pay unless we get the vet to fill in a fresh form each time as well. What a bureaucratic nonsense! They know what's the matter with the dog. They know what treatment the vet has advised. They know we're buying the pills from the vet - we can produce receipts. So why on earth they need to have everyone waste their time with a new form very month is a complete nonsense. The vet has got better things to do with his time. So have I. You would think that DirectLine would have as well.