Very disappointed

Re my recent claim...from a positive point of view the girl I spoke to on the phone was very professional and helpfully explaining all the small print when I phoned to query the amount I was getting back compared to the amount I had claimed. However I was very disappointed at how little I got back. I must have received an email re renewal however I cannot find it so knew nothing about the 35% co payment now that my dog is 8. That's not your fault I can't find the email however I had asked on the phone for another renewal document and still haven't received it. I am also very disappointed in the amount paid out for overnight stay in the hospital...the girl on the phone said that you are allowed to decide what is "reasonable" and decided it was £100 however the hospital charged over £200 each night and he was in 3 nights. I feel this is really unfair as pet owners have no say in what the hospital is going to charge and believe naively that if you have insurance everything will be covered!