BEWARE M and S insurance

OnAndUp

Hethmar I would also be furious :mad:

You will have to just keep trying to pursue it and explain how well informed you are about Pet Insurance so that you would never knowingly let the policy lapse especially knowing your dog has a lifelong illness etc. so you wouldn't be able to get cover for it with anyone else etc.

May be worth contacting the omburdsman to see where you stand although ultimately they may say it's your responsibility to renew.

But still if it was me I would write a long letter of complaint saying how you were a "loyal customer" etc. and just keep on and on at M&S hopefully they may back down?

Gottta be worth a go!

hethmar

Well, Ive recommended them on several dog forums so they have no doubt had some decent business through me. No more! I think they have acted despicably in this. It was obvious that I believed I was still covered and I had no reason to think otherwise.

hethmar

TBH, I think a lot of these companies who jumped on the pet insurance bandwagon are now regretting they have done so and want to get shot of the business (check out the other posting on here about Halifax leaving its pet insurance customers high and dry)

rising_from_the_ashes

I saw that one yesterday too - it's OK if you've not claimed or have a pet with an ongoing condition but if you have / do - you're pretty stuffed and it's wrong!

Both my cats renewals are due and now no ideas who's "safe" or not anymore.

Caroline_a

Knowing M & S's obsession with customer service, I don't think a strongly worded letter to their head office would do any harm. Ok, so we all know it's not really M & S insuring our dogs and cats, but it's done in their name.

Can't hurt anyway...

Fridaycat

I think PetPlan must be reasonably "safe" - after all, they specialise in this area, so if they stopped doing it, there would be no other business for them! Unlike M&S Financial Services who also offer things like loans, credit cards etc.

I hope so, anyway, being as I've just insured the two spotty naughty twins with them :rotfl:

CFC

Hethmar, a Subject Access Request may be what you want to submit. They can charge £10 for it but they must then provide every piece of data they have, and this will include phone recordings. Nip over to the insurance forum.

hethmar

Thanks CFC but in the end, I can see that they could wriggle out of it just by saying I should have checked the money went out of my account. So I dont think Id have a leg to stand on. I was quite willing to pay the whole annual premium NOW but they wouldnt do that. The stupid thing is, if I had not paid annually then it would have been ok, as they would have done it by direct debit from the bank rather than trying to use an out of date credit card details.

hethmar

WOO HOO - success - just had a supervisor ring me from customer care. They have been UNABLE to find that a default letter was sent out to me and in that case they are reinstating my policy backdated to when it should have started (of course I have to pay the backdated premium) and they will be paying for Ralphs claim. WOO HOO, there is a god.

OnAndUp

hethmar wrote: »

WOO HOO - success - just had a supervisor ring me from customer care. They have been UNABLE to find that a default letter was sent out to me and in that case they are reinstating my policy backdated to when it should have started (of course I have to pay the backdated premium) and they will be paying for Ralphs claim. WOO HOO, there is a god.

:j

Yay - So pleased for you!!

Still HATE what the companies get away with in pet insurance though! Doesn't look good for the future with a big company like Halifax pulling out neither - it's so unfair how we all seem to end up at their mercy!

But glad you and Ralph got a happy ending!