Animal Friends Pet Insurance are misleading

DannyW_3

I recently lost my Dog and have had an appalling service from Animal Friends Pet Insurance. Firstly the claim has taken 4, yes 4 months to resolve and now they are wriggling on a point in law. They have twice underpaid us during the process and each time stated it was an admin error (yeah, I'm sure). They sent the life insurance payment through stating they had deducted 50% as shown below for dogs over 6, although he was under 6. They then state that that clause allows them to determine the "market value" although their calculations started off at the correct figure. I would however like some one to explain the point of law if possible on their terms - Can they legally use this clause to deduct the extra 50% even though he was under 6 years olds.

15.3 As to Sections 3 & 6 it is Your responsibility to prove the value of Your Pet although We reserve the right to set the relevant Market
Value. In any event Market Value will be limited to a maximum of 75% of the sum insured value for neutered Pets and up to 50% of the
sum insured value for Pets aged 6 years or more. Where a claim is made for a pedigree Pet You must send Us, at Your cost, the originals
of a recognised Breed Club registration document, Pedigree Certificate and purchase receipt. Please note that all original
documentation will be retained by AFI.

Thanks

Jmbs

DannyW wrote: »

I recently lost my Dog and have had an appalling service from Animal Friends Pet Insurance. Firstly the claim has taken 4, yes 4 months to resolve and now they are wriggling on a point in law. They have twice underpaid us during the process and each time stated it was an admin error (yeah, I'm sure). They sent the life insurance payment through stating they had deducted 50% as shown below for dogs over 6, although he was under 6. They then state that that clause allows them to determine the "market value" although their calculations started off at the correct figure. I would however like some one to explain the point of law if possible on their terms - Can they legally use this clause to deduct the extra 50% even though he was under 6 years olds.

15.3 As to Sections 3 & 6 it is Your responsibility to prove the value of Your Pet although We reserve the right to set the relevant Market
Value. In any event Market Value will be limited to a maximum of 75% of the sum insured value for neutered Pets and up to 50% of the
sum insured value for Pets aged 6 years or more. Where a claim is made for a pedigree Pet You must send Us, at Your cost, the originals
of a recognised Breed Club registration document, Pedigree Certificate and purchase receipt. Please note that all original
documentation will be retained by AFI.

Thanks

You say that they started the calculations at the correct market value? Then they deducted 50% , claiming the dog is over 6 and paid you 50% of the original figure? If that is correct, then they were not disputing the market value of the dog, they have underpaid due to an error on their part. The fact they paid 50% of the original figure means thay have accepted the original figure in the calculation as being true market value. Write, pointing out that they agreed the market value of the dog, have paid you 50% only as they made an error in the dog's age, request they now pay the remainder to make the full sum as covered in your policy and take it to the Ombudsman if they refuse. They had agreed the market value, they can't move the goalposts just to suit themselves even though this would seem to be the experience of many with this firm.

I am so sorry that the hurt of losing your dog is made even worse by this firm.