Petprotect - do not use

whitebuck

The company is not answering the phones, emails or other communications, even the vets can't get through to them

Unpaid claims are stacking up at our vets,the few that are being returned come with a cursory note stating they will not pay the claims, no other reason given

If you need pet insurance, give them a miss

Pet_Protect

At Pet Protect we pride ourselves on the excellent service we have provided to all our customers over the years and we are sincerely sorry for the delay you have experienced in this case.

As part of our ongoing efforts to continuously improve our customer service and management processes, we migrated to a new Policy Admin application (including Claims, Billing and CRM) effective 1st August 2010.

Despite our best efforts to plan a successful migration, we experienced a number of challenges as a result of the migration. During the month of August, customer experienced delays in processing claims and collections. As a result, we experienced an increase in calls into our customer service agents.

We have been able to solve the majority of the issues and are processing claims in a timely manner and will shortly be at optimum levels for collection and cancellation services.

We remain committed to providing you and all of our customers with the highest standards of service in the industry.

We appreciate your patience and understanding on this matter.


Paula McKillen
Managing Director

dacouch

I have deciphered the coporate bull into something your average person can understand...hth

Pet_Protect wrote: »

At Pet Protect we pride ourselves on the excellent service we have provided to all our customers over the years and we are sincerely sorry for the delay you have experienced in this case.

We're sorry for messing up but we think we're a great company

As part of our ongoing efforts to continuously improve our customer service and management processes, we migrated to a new Policy Admin application (including Claims, Billing and CRM) effective 1st August 2010.

Our old system was crap so we brought in a new computer system on the 1st August 2010


Despite our best efforts to plan a successful migration, we experienced a number of challenges as a result of the migration. During the month of August, customer experienced delays in processing claims and collections. As a result, we experienced an increase in calls into our customer service agents.
Everyone knows there are always problems when you bring in a new computer system but we did not take these into account. As things were not being done properly, we had a lot more customers ringing up to complain and ask when things were going to be sorted out / paid


We have been able to solve the majority of the issues and are processing claims in a timely manner and will shortly be at optimum levels for collection and cancellation services.
We've pulled our finger out and things are getting better


We remain committed to providing you and all of our customers with the highest standards of service in the industry.

Please keep using us

We appreciate your patience and understanding on this matter.

We're sorry and the person in charge of the new computer project has been told off and given a pay rise

Paula McKillen
Managing Director

P.S Rather then spend hours thinking up what words you could use to try and polish a tu£d you could have asked me, it only took me a few minutes