M&S Pet Insurance Zero Excess

mrmikegill

Has anyone got the original M&S web offer, which gave the option of zero excess? I'm trying to change the ombudsman's mind about the unfairness of M&S removing this offer to existing customers, but have nothing in writing or any screen pages available to back up my complaint.
Has anyone else tried to battle this one, and has anyone been successful?

scottn

did they remove the zero excess during your policy, or was it only changed when you were offered an annual renewal without the zero excess option?

mrmikegill

removed at renewal, but we signed up with them because they offered zero excess for pets under 8, but you could continue with the zero excess after the pet was 8, providing you took the option up before then and stayed with them, so we did. We thought we were investing for the future - then they removed the waiver option altogether. We only saw the offer on line and it isn't mentioned in the terms and conditions they sent us, so I'm trying to track something down.

Dobiesmon

Hi
I was with m&s under that policy because having three dobes , but it went from £60 to £90 then the last time they wanted £130 a month so I still have all the paper work but now pay £47 a month for all 3 with £50 excess the policy is brilliant and is life cover.( not ms )
ms were taken over by and thats why the excess stopped but it does state on the policy well mine it is still ok

mrmikegill

Thanks, Dobiesmon. Not too sure what your last bit means though. Do you have a copy of the original zero excess offer and, if so, is there any way I could get a copy? Also, are you saying that they are still offering you this option?

Umski

I questioned it at renewal and got the standard answer that it applied to all customers etc. Didn't take it further as it was the same as everyone else. Bit peeved now though as my renewal has increased by 40% for no apparent reason :mad: They admitted last year that the zero XS was a ploy to reel in the customers :rolleyes:

I do have a copy of my first schedule which has the zero XS thing under the endoresements section if that helps?

Do I have a leg to stand on moving to another provider if the pet has had an injury that was sorted and claimed for?

mrmikegill

Thanks, Umski. I have the zero excess on my old schedule too but not the original offer. Where do you get the bit about them admitting the zero excess wa a ploy to get customers? Did you see it written anywhere?

Umski

I'm not sure what you mean about the original offer? When I signed up (online) it was an option (same as if you do a new policy with AXA now but minimum is £50) so I only have the schedule. I think I came across the xero XS by accident whilst getting quotes.

The admission came from the person I ranted at last year on the phone - I told them it was a bit unethical :mad: Anyway I'm about to get on the blower again and rant. I've had enough - they've not only lost an insurance customer but I'll avoid shopping there now too! The difference in premium I'll put aside should a similar condition to the one my cat had arise down the line. I refuse to be held to ransom with that condition - my current like-for-like quote is £88 with 0% payments whilst M&S want £144! Is there a :twofingersuptom&s: smiley?

minimike2

The change came about because they changed the underwriter. The new underwriter (RSA) would not agree to the £0 excess.

There is NO grounds for complaint as the insurance is an annual contract. Upon agreeing to renew, you agree to the new terms. End of.

I am with M&S still for both my Dogs. I have claimed three times across my two policies since the new £50 excess came in. Paid £150, but saved over £500. In the grand scheme of things, £50 is not a big excess considering it covers £7k of vets bills, where most compartively prices policies only cover about £2k. PLUS its still lifetime cover, whereas most comparatively prices polcies only offer annual or per condition.

But hey.....watch the masses flock away from M&S to E&L to save their £4 a month. You see what happens when you need to claim. Pet insurance is certainly one of the most applicable areas where "you get what you pay for".

Dobiesmon

Hi mrmikegill
I have just seen this so will look tomorrow sorry

pboae

Hmm I wonder what I am paying for then, M&S have hiked my premiums over the last couple of years, and this year it's gone from £250 ish to over £650 a year.

I wouldn't touch E&L, but I'd save hundreds if I switched to PetPlan, only I can't because of pre-existing conditions. Even though M&S claim they don't increase premiums if you make a claim.

The policy I'm stuck with now is nothing like the policy I initially signed up for, and who knows what new changes they'll make this year? They move the goalposts so frequently, I would never take a new policy out with them again, they can't be trusted.