Petp insurance, call recording, cancelled my poilcy please help, animal lovers!

allthegoodnamesweretaken

Hello, Just wanted to ask if anyone can offer any advice or has had similar problems?

I have had all of my pets insured with a VERY famous insurer (best not say?) for years. I recently needed to change the dates of my direct debits, but (as is usual for this company) it was genuinely impossible to get through on the phone. I won't list all the occasions/times I held on, but strangely enough you can get through to the sales team quick as a wink!

Anyhow, I had no choice but to cancel via the bank and wait for a new form to set up the new date.

Cut a long story short(er) I forgot to send the form back for some of the policies (my fault of course). As soon as I realised I called to pay over the phone the outstanding money, and asked if that was me all up to date, I was told yes, and I set the DDs back up. BUT it transpired I had only been charged for my cats.

Next thing I know a claim was refused for my one of my dogs who has an ongoing condition - very awkward as I claim direct to my vet.

The insurer has told me that the policy has lapsed for my dogs and can't be reinstated, which seems unfair as I tried to rectify my mistake (which all started because they won't answer their phones to existing policy holders any sooner than 15 mins in my experience).

The policies for my cats (younger and healthier...not that I am cynical...) remain in place.

I am devistated that my beloved dogs have lost their cover, both have on going conditions, and I am finding it hard to find replacement cover that is sufficient and economical in veiw of there ages and pre existing conditions.

I realise I was remiss in part, but the whole thing started because of their poor customer service, and inabilty to charge me for all my polices when asked to. Also when I tried to sort this out (on hold for 30mins 1st, and told I should be patient!!!!) I was spoken to patronisingly, and promised a phone call the next day...which didn't come. I also did not recieve any letters first about missing payments.

Also they promised to listen to the recording of my last phone call to ask them to charge me for all outstanding payments, the decided actually they won't...go away you are no longer covered!

Does anyone know if I am entitled to a transcript of my calls?

Can I appeal there decision to cancel my poilicy?

Sorry for the long post, but I am so angry, upset and worried. Any advice would be terrific.

Thanks x

MothballsWallet

Try a Data Subject Request under the Data Protection Act (DPA).

Send a letter stating politely what you are asking for, quoting the DPA (more info here as to your rights and expectations). Best to sling in a cheque for a tenner to get the info (this is the maximum that they can charge for such a request, but assume the worst in their case).

Mark the letter for the attention of "The Data Controller": all companies who are registered with the Information Comissioner (ICO) must have someone in their staff who has this as part of their job.

They have a set number of days to respond: if they don't, complain to them first, but copy the ICO in on any complaints as well. That usually makes them take notice because the ICO can fine them large sums of money...

allthegoodnamesweretaken

That's a great start, thank you VERY for taking the time to reply. I'm also going to try the CAB.

Chesnut1

If it's who I think you mean? I left them years ago in disgust. My little girl golden retriever had one bout on Cystitis which is common in wee girlies and she had one bout of kennel cough when she came home from the breeders with. Her poilcy came up for renewal when she was a year old and to my horror there was now 2 lifetime exclusions on her policy. Her entire urinary and respitory tract:eek: because of the aformentioned one off problems. I am used to exclusions but thought this ridiculous and queried with the underwriters especiely as I had not even claimed just notified. They stated they would not budge and she would have problems all her life!!

I phoned Tesco and got a policy with them, I mentioned she had exclusions and when they were told what for they burst out laughing and said this was quite common with puppies and wee girls. She is now 11 and yes she has had other unrelated problems but Tesco have always been first class with her. I wish you the best of luck with this shower as I think they have treated you appaulingly for a loyal customer who made and honest mistake and tried to rectify it.

allthegoodnamesweretaken

Thankyou for your kind support. I will see what happens - I'm not going to let it lie, evan though I have a new insurer. If they don't act honourably I will at the very least embaress them publicly somehow! Your story is bad too - seems v.unfair to exclude things like that.
Hope your doggie is well