My mother is insured with you - my complaint is regarding her policy, as I know I will have the same issue when I need to make a claim.
You added so many clauses to the policy that it made the claim and policy pointless. She would have been better to have saved the annual premium and paid the vet fees herself.
The customer care was rubbish! One of the claims worked out less than the excess, and rather than contact my mother to make her aware, you processed the claim and in affect cost her more, as the excess was more expensive. We questioned this but you done nothing to rectify it. My mother felt too confused by it all so just accepted she had been robbed by purely pets. As a result, both my mother and myself, moved our other two pets to another insurance company - who have proved to be far superior already. I have only kept one of my other pets with you due to her age, but i’m still considering leaving and saving the annual premium instead, as I can’t see your policy being that beneficial to me, and even if I end up paying a bit more, I think I would honestly prefer that, then line your pockets from our lost of a beloved pet. Your business showed no compassion when my mother lost her dog that she loved so much - you ought to be ashamed of how you handled yourselves!
