Word of warning - Axa Pet Insurance claim payouts

ernie-money

Hi all,

Just thought I'd let you all know about my experience of Axa's pet insurance. The company changed claim handlers during the summer and this was meant to have improved matters, but they don't seem to know their a**e from their elbows to be frank!

I've had 3 separate claims that they have assessed wrongly, and only because I was on the ball and noticed, did they eventually pay out the correct amount.
Most of the time I would just take the insurance companies decision as final, and assume that they follow the terms and conditions they have sent me, and expect me to adhere by, but it doesn't appear that they do.

The first error was when they deducted £75 excess instead of £50 - I wouldn't even have noticed it, only they sent me a cheque for £1.83 & I thought surely it should have been more, so I checked. They don't even send you a breakdown of what they pay out, so the only way of finding out, is to ring the vets to check how much the claim was for. (Unless you're ridiculously organised and have it written down somewhere lol!)
Second error was when I sent a follow on claim, they then deducted the excess again (again the higher amount), although I had already paid it.
Then the last one, I sent another follow on claim, for treatment in September, which they have only just assessed, and they tried telling me that the excess was payable again, as the treatment had taken place in the next insurance year - although my renewal date wasn't until the 25th of October!

All of these issues have now been rectified, but only after several phonecalls, and if I hadn't noticed, I would've been £175 worse off!

From now on I will definitely double check everything that comes back from them, and I would advice others to do so as well!