Pet Insurance E&L

pedantic

After speaking to the nice young lady this morning,I have at last received an email from them ,confirming that they have received both our claims.
(2 claims as one vet diagnosed problem and treated him before advising second vet to carry out operation as he was expert in this type of operation) But they are requesting a breakdown of the fees from the 2 vets and once they have clarification they will settle the claim.!!
Note:I have already sent them a copy of the detailed invoice/treatment printout from the vet practice who did the operation even detailing what size stainless screws etc were used in the operation,this also included an itemised cost of each individual item used ,plus I sent them a copy of the receipt for the £1400 odd bill we had to pay.This would clearly show what the 2 vets are charging for as 2 seperate claims were sent in.
We now wait and see what happens.
I have already sent return emails acknowledging confirmation of receipt of claims but will also be sending a letter.
Still a positive that I have received an email.

dacouch

Pedantic if you need insurance for another pet and don't Insure it with E&L, they have worked very hard to achieve the poor reputation they have.

In Pet Insurance the cheapest is certainly not the best

pedantic

dacouch. It wasn't that they were the cheapest, but offeredlifetime cover on each illness whereas others didn't in fact what we are paying is considerably more than our son who has insured his dog with morethan..I thought at the time I had covered all angles !!I couldn't umderstand how I had got caught and hadn't seen these negative posts when I I signed up with them,it appears when I signed up for the dog insurance it was with pet-insurance.co.uk not eandl so therefore didn't see the posts for eandl ,afterwards when we received the documents the correspondence refered to e&l. The site for pet-insurance.co.uk is impressive and the benefits offered is what my decision was based on.Perhaps I can enquire into this as I certainly did not realise the 2 companies were linked,
Still as they say "there is no fool like an old fool !!

alibongo54

I insured my Dad's dog with them as unfortunately he had let another policy lap. E&L seem to be one of a handful though that will take on an animal who is older. Our Cairn was 11 when I took out the policy and is now 12. I had to say he had a skin condition so as normal they excluded that as would any other insurer.
Does anyone know of any pet insurer that would take on a 12 year old dog for next year?

pedantic

Here's the latest on our claim with pet-insurance.co.uk/E&L.
I stated that I would post good or bad feedback,well hopefully this is good feedback.
1)10/12/09 received email from Trevor Page confirming that they had received our claim forms and that they were requesting clarification from the 2 vets concerned.This news was most welcome
2)14/12/09 received email from Craig Lambert apologising for the delayed response in getting back to us.Again most welcome
3)14/12/09 received a personal message on this site from Phil Bove apologising for any frustation caused and offering to help.Very helpful and most welcome.
4)15/12/09 received another personal message from Phil Bove apologising again for not notifying us of their actions and said our file was with one of his team leaders and he would update me of the progress Again most welcome
5)15/12/09 received another personal message and an email from Phil Bove to say two cheques had been issued in settlement of our claim and would be posted on the 16/12/09 by first class post.Very good new's
We now await the cheques to arrive !!!
I will post again during the next week and will definitely post as soon as cheques arrive with further information on any amendments to our policy(hopefully there shouldn't be any extra exclusions as we have paid for lifetime cover !!:T)

dacouch

Sounds like good news Pedantic, I wonder how long you would have had to wait if you had not posted on MSE and gone through their normal claims process...

Please make sure you check your renewal schedule as one of the things E&L are infamous for (Apart from their lack of claims service) is applying very wide exclusions once they have paid out on a medical claim

pedantic

dacouch: Thankyou for your advice and agree entirely with your statements.I will read the renewal even more closely this year.Also please note,I said I would post as soon as I receive the cheques !!
Will keep the forum informed of development's

flyaway

I have a pet policy with E&L which I took out in January this year. I paid in full for the year in January.
I have just looked at my bank statement online and discovered they had deducted £20 today. When I rang them they said it was a "systems error" and they would be refunding it. When I asked when? they said in the next three working days i.e. by Wednesday. I naturally was furious and said I had paid for a year's policy and had no intention of renewing in January and that they had not sent me any renewal documents. They tried to say that I should write to them recorded delivery. To which I said you must be joking as they had made the error and I would email them to confirm our conversation.

Also, I asked them to chase up the claim I had made back in November of which I had heard nothing except an acknowledgement despite emailing and callaing them several times.
I have since read on this forum how bad they are and now I know for myself. They really take the biscuit!

If anybody else has (unfortunately) got an E&L policy, please check your bank account as I believe I'm not the only one they've done this to.

pedantic

Update on our claim:

As stated in earlier posts here's the latest!! We have received the cheques this morning!!
I would just like to thank dacouch,Martin Lewis,everybody who has taken an interest in this story,Moneysavingexpert website,and anybody else I may have ommitted (apologies to anybody if I haven't thanked them),without your help I am sure it would have taken longer for this result.Although I would never have given up,it means that we don't have to worry about the money over Christmas.!!!
To be fair may I must also thank Phil Bove Claims Manager at E&L ,who once I had contacted him did get involved and got the ball rolling.Although it is a shame to have to resort to these measures to obtain any information from E&L and I hope that perhaps my problems may help other people in obtaining the service they deserve.,In this day and age it seems strange that with all the methods of communication people still ignore your efforts at trying to get information.(Even when you are polite)
Maybe this will result in new procedure's being adopted by E&L,like acknowledging receipt of claim forms,after all most people have an email account and it doesn't take long to press the reply button and type a small acknowledgement.
Finally anybody working for any company that you have problem's with,would do well to remember that we the customer pay for their wages,in other word's their motgages/holiday's etc:
If anybody else requires help I am sure that dacouch or myself would be only too willing to help either via the site or send a personal message.

flyaway

Well done, persistence does pay off.

E&L contacted me today after I emailed and rang them several times. But only to say that they were not continuing with the claim because a diagnosis has not been reached in regards to the claimed condition, Anorexia of unknown condition. They were unable to ascertain whether or not an injury, illness or disease process is present and referred me to Section 1 of the policy.

He is absolutely fine now thank goodness. But I'm not renewing my policy with E&L and I've told them so.

They also took £20 out of my bank account without authorisation, they said it was an error and would be refunding me immediately. I won't hold my breath.