Posted: Wed Jul 14, 2010 7:07 am Post subject: Livid over insurance incompetence
I am sooo annoyed.
Ever since we started claiming for Bailey's hip dysplasia it's obviously been a tough time for us. I worry about my dog more than anything.
E and L started badly, taking 3 months to assess our initial claim.
Since then I thought they'd got their act together. However, I've recently checked my log of events and payments, only to find that there's atleast 5 payments that they haven't yet given us.
Some of the payments we have received have been less than they should have been.
They 'pretend' that they haven't received claim forms - atleast that is what I now suspect, as it's always when it's a big payment. Which means I have to take another claim for to one of his 3 vets and ask them to re-send it.
They've been charging us £90 excess every 6 months when it should be yearly.
Then they had the cheek to send me an e-mail saying that they will not give us the £5000 that Bailey's THR cost, as we've reached the limit for the year.
AAARRGGGHHH!!!!!!!!!!!!!!!!!!!!
We're entitled to claim £5250 per condition every 28 days, the operation being the biggest cost to date so there's no way we're not entitled.
I'm so mad that the staff are so incompetent, they never seem to know what they're talking about.
I've written a letter of complaint to the head of the department and if they don't sort themselves out quick time then I'll send it to the financial ombudsman.
It makes you wonder whether they do it on purpose to mimimise their costs.
It's been 3 months since Bailey's op and we haven't been reimbursed yet.
Bailey has more x-rays scheduled for tomorrow so no doubt that will be another £400.
Sorry for the rage...just so annoyed that Ihave to spend so much time chasing them up...we keep our side of the agreement.
Fingers crossed that the x-rays bring good news for my big baby.
Hope Bailey's x rays are good, but have to say E and L are notorious for being the worst insurance company ever. They entice horse and dog owners in with special offers, but if you need to claim, forget it!
Yes we realised this early on, all of the vets have said the same.
We did exactly that, took out the policy as recommended by the breeders, who also turned out to be jerks, as we had 12 weeks free. So glad we took a policy out, just too bad we had it with them.
Posted: Wed Jul 14, 2010 8:55 am Post subject: Re: Livid over insurance incompetence
BaileyLove wrote:
We're entitled to claim £5250 per condition every 28 days, the operation being the biggest cost to date so there's no way we're not entitled.
HOW MUCH? aren't they one of the cheaper insurers? I know I could have saved a fortune going with them, but saw advice on here not to.
Put's my whinging about the 10% excess from MT into the shade - they are settling the claims for madam's physio directly with the clinic - and taking less than a fortnight to settle each one.
Likewise when Hally had her surgery - M&S paid up within the month directly to the clinic.
Sorry - I know it doesn't help you at all but I guess it also goes to show that even those these companies are hiking their premiums and excesses a fair bit, they are still delivering and quickly.
I am very surprised at what you say about the claimable values though - is that per condition per year but only allowing one claim on that condition every 28 days?
I've been having mega delays with Petplan paying out. Until the past 10 months or so - they were fine., and I was extremely happy with them. Indeed I recommended them to everyone.
But I'm currently waiting for settlement of claims going back for many months. At the moment they owe me well in excess of £1000. They have not contacted the vet surgery to query anything, and they didn't contact me either. When I rang a few weeks ago I was given no reason for delay but told a cheque would be sent in in a few days - still nothing. Last week I rang again - still no explanation - other than "escalating claims are sometimes subject to audit". I asked how long "audit" took - "probably about a week" he said - one of these outstanding claims goes back to September 2009!!!!
I went onto the website on Monday to track my claims and they are now showing the claims as "closed" - so I am eagerly awaiting the postman - hopefully with a big fat cheque
When we take out pet insurance - we don't do so with the intention to claim. But as a reassurance that if things do go wrong for our dogs - we will be able to do our best for them. I know that Monty's claims have been very high for several years - but if they had a problem they should have let me know, and contacted the vet for further info. I normally pay the vet by credit card and then pay the insurance cheque straight in as soon as it comes through. But I've ended up being lumbered with quite a bit of interest due to their sheer incompetence
I have two great insurers, NFU for Blue and Petguard for Tarka, and they aren't the most expensive either. But service has been fantastic and it is reassuring to hear when the vet asks who you are with, ' oh that's fine, no problems there then.'
But you are right June, I'd rather pay a bit more and have that peace of mind if things did go wrong.
Posted: Wed Jul 14, 2010 10:49 am Post subject: Re: Livid over insurance incompetence
sue51 wrote:
I am very surprised at what you say about the claimable values though - is that per condition per year but only allowing one claim on that condition every 28 days?
I have confirmed it with them. We pay extra to have a lunar policy, meaning we pay our premiums every 28 days and the total amount claimable ie £5250 is renewed every 28 days for each condition.
Sorry you're having problems, I've always stayed clear of E & L too because of what I've read. I know someone locally who had problems with them too.
There was/is a guy who writes for Dogs Today magazine who will contact pet insurance companies for you if you're having problems with a claim. I am sure he doesn't manage to deal with all requests, but worth thinking about trying to get in touch with him if you don't have any luck direct?
Hope you get it sorted out, the last thing you need when you're worried about your dog's health is an incompetent company
stick with it - pester them constantly - keep copies of everything and notes when you phone them (as in who you talk to and what is said) - post everything so that they have to sign for it when the receive it (and keep print outs of that too).
If you keep yourself a good paper trail it means that if you do have to go to the ombusman you have all your ducks in a row.
Keep with it and push to get all the cash that is due to you back.
Good luck and hope Bailey is back to healthyness soon
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Livid over insurance incompetence
but I guess it also goes to show that even those these companies are hiking their premiums and excesses a fair bit, they are still delivering and quickly.
