Tesco Pet Insurance

uberalles

An update - payout received.

Whilst I had suspicions that the terms of the insurance, as explained to me by RSA as current underwriters of Tesco Pet Insurance, was wrong, I owe a big Thank you to forum member dacouch who offered advice through this thread, Thank you.

https://forums.moneysavingexpert.com/discussion/3560405

• The main problem I had, I was to find out, is that when I called Tesco Pet Insurance to claim I was put through to underwriters RSA. They were correct that I was not insured with them as the underwriters Tesco used when I took out the policy were UKI. That was not my fault, as far as I was concerned my contract was with Tesco, and every letter I had from them had the Tesco Bank logo, not RSA or UKI.
• However, whilst RSA were correct that I was not insured with them, as stated in my first point, they were fully incorrect in their assessment of the policy wording, as explained by dacouch.
• I didn't send any letters I emailed the CEO and within days had a member of the Tesco Executive Complaints Team assisting me, he was very good to be fair
• At first he concurred with me that the policy wording had been misinterpreted and UKI would definitely had paid out without incident. At this stage he said that he believed that RSA still believed that they were correct in their interpretation of the wording, however he agreed that it did not make sense. He agreed to investigate
• His conclusion was that both insurers would ordinarily interpret the wording in just the same way that Car and House insurance is, in the same manner dacouch mentioned, and they would payout. However I asked for this in writing and he added a slight caveat in the wording he used by stating something akin to "for everyday incidents like a broken toe then payment is expected". I guess what he is saying is that these type of incidents are always going to be 'one off' claims whereas ongoing illnesses/treatments might not be covered
• So four months after the claim I received payout. Before I had a chance to ask what they were going to offer me for the inconvenience I had gone through, a £50 gift card dropped through my door.

So, in summary, I would like to thank you all for help and I appreciate your viewpoints and input.
I would however say that it is worth challenging the interpretation of the wording as I have always felt that Pet Insurance should not differ to Car Insurance etc when dealing with the timeframes of claims and the experiences I had.

Cheers.