Pet Insurance E&L

Harleysmum

Just keeping the site posted as per my earlier post.
I have actually spoken to Claims Manager who was actually willing to listen to my concerns and answer my questions ( What I wanted in my earlier post).
I wasnt expecting anything special however I am very surprised at the conversation we had,I talked and he listened and explained.

To be honest and this I will always be, the vet had filled in the claims form incorrectly ( E and L sent me a copy to look at)so I do know this is actually correct and not just E and L trying to make an excuse. Im not championing any causes but at least he did call me as he said he would.

Claims Manager let me talk him through my pets medical history so we could find the error and he has agreed to have my claim re assed. At the moment this is all I can ask and Im hoping that I will be paid out as we both agree that the Vets dates and medical history did not match.

This site has really helped me to be brave and to speak up for what I belive is right. Thank you

pedantic

Can anybody provide me with the names of the Director's of EandL or any email addresses as I fear I am about to go into battle with them.They are not answering my emails or responding to my letters and to try and get through on the telephone is laughable!!!I feel such a fool in not checking google before signing up for our pet dog insurance.Still I never give up so let the entertainment begin.:mad::mad::mad:

dacouch

http://www.fsa.gov.uk/register/firmContact.do?sid=107782

pedantic

Thanks for the info ,I will start the letters rolling.

dacouch

You might find the following name useful as well, the chances are that Francis Martin is either a director or a senior member of staff who liases with the FSA on regulation matters.

http://www.fsa.gov.uk/register/firmContact.do?sid=56659

They really really really are a poor company, I do not know of any proper brokers who place business with them as it's not good for business as claims are often not paid or paid in full which means an unhappy customer for the broker and probably a lost customer.

Another MSE poser had success by posting their problem on this thread and an E&L rep came on here and they received a cheque relatively shortly after (See earlier posts on this or one of the other E&L threads). Don't be afraid to air your dirty linen about E&L on MSE as it might get a response. It may help avoid their comical back log and way of processing their back log

pelirocco

We had a horse insured with them some years ago ,we gave up trying to get them to settle a claim ,our vets said they always had problems with them

arlybarly

I had this company last year for my GS and was on the phone to them yesterday about the reneal thats due, this is BEFORE i read this thread i didnt realise they were so bad so now ill insure with someone else after all the bad reviews so thanks everyone who has contributed to this thread you have just saved me loads of futre agro.

pedantic

Many thanks once again.I am keeping copies of all correspondence and logging any telephone calls(when you can get through to them) and will forward these to the F.O.S.
What is really annoying is that after our first year with them,they increased our premiums by £3.00 per month making our premium over £16.00 a month without informing us.
I am now going to try and contact them again this morning by telephone and will post the outcome

pedantic

Result!!! I managed to get through on the telephone and spoke to a nice young lady who confirmed what I wanted to know (Had they got my claim and was it being dealt with)Apparently they had got the claim which incidentally is for £1493.04,so not a small sum,although the amount shouldn't matter,all customers should be entitled to decent service.Why oh why couldn't they or wouldn't they reply to me emails and letters.I understand that these claims take time to process but at least answer peoples enquiries.So praise for the young lady I spoke to but not impressed with their overall communication.As stated I will continue to update progress good or bad so if Phil Bove (Claims/Complaint Manager) is reading this,now is his chance to show people just how good his rhetoric is !!!
Incidentally the young lady confirmed my email address so no excuses for not emailing.!!

dacouch

mrfrostie wrote: »

:mad:
Our 18 month old Spaniel-MrPudge had an ear infection caused by a grass seed stuck in his ear-He needed a small operation and lots of antibiotics costing in excess of £500. Put in the claim on September 20th and they sent a letter on 30th October requesting a full history of the dog.
He was treated for an unrelated ear infection last December however I'm guessing the any excuse not to pay out might kick in there.
Phoned them today about the length of time it has taken to settle and was told that we had been put to the back of the pile as new information was received on the 31st October asked how long she replied they were working on the 8th of October today!

Pedantic the above is probably why your emails were not answered, I suspect they print emails off and they are placed in the back log and are treated in the same way as a letter.

(I worked for a direct company once and they had a backlog, their "Trouble Shooting Team" reviewed the backlog and how to reduce it. They did sweet FA but decided they would rename it from a back log to a "Tail of post" as it was less demoralising....)