Pet Insurance issue - They're refusing to pay

moomin5

It does seem unfair that you weren't warned that changing to multi-pet policy would mean a new policy and any existing conditions would be excluded. I hope that they offer some goodwill gesture to cover as it seems the advisor should have been more clear.

krlyr

The other place to try if you have no luck with Petplan direct is the financial ombudsman service, as they'll deal with insurance-related complaints
http://www.financial-ombudsman.org.uk/publications/technical_notes/pet-insurance.htm

Fire_Fox

Re-read EVERYTHING, the small print in the terms and conditions and all the other paperwork you received, get a copy of the call. Keep paying for both cats. Do everything in writing, exhaust the in house complaints procedure, then go to the ombudsman.

ptrichardson

Fire_Fox wrote: »

Re-read EVERYTHING, the small print in the terms and conditions and all the other paperwork you received, get a copy of the call. Keep paying for both cats. Do everything in writing, exhaust the in house complaints procedure, then go to the ombudsman.

That's what I've been doing today. Its amazing how little paperwork was involved in cancelled 2X policies and then opening a brand new one up.

4 pages, 1 for the payment, one "welcome" letter, then 2 single sheets outlining each of the 2 policies. There's very little on them.


I will as said above, go through the complaints process, then to the ombudsman. I'm sure they never meant to cause me this issue, and technically they might be right - but its just not in keeping with the "right thing to do" in this case.


Appreciate all the replies, thank you. Was very angry/frustrated earlier. But I picked Monty up about 30 mins ago, and he's doing really well. Although Belle hates him now, as he smells of anticeptic!!

CFC

You don't make an FOI request for the call, you make a request under the Data Protection Act and request a copy of every piece of information they have on you, including phone calls. If they have a recording they will be obliged to provide it.
They are entitled to charge a fee of up to £10 for administration costs in providing this information to you.
Write a letter to the Data Controller at the organisation to request it.

whitewing

Yes, I think it would be worth getting copies of all calls/corro since you knew you were getting the kitten. It may be that you mentioned something in passing in a previous contact with them that would show they had known about it even if it wasn't discussed at the time of the new policy.

hethmar

Petplan are a very well respected company. Id have thought you may be able to reason with them. You were paying for the policy when your Monty was diagnosed, yes? Then I think they should honour the cost of the treatment when in practice you havent stopped his policy, just altered the cover for the other cat to be included.

Speak to them about it.

I had a similar todo with M and S last year. When I made a claim on my dog - who has a chronic, life long condition - they said I hadnt renewed my policy and so no pay out. I was horrified as Id rung them early to ensure my policy was continued and obviously with a dog with a chronic illness, there was no chance of moving elsewhere. They originally claimed to have sent me two letters warning I had not renewed. I refuted this completely - Id not be so daft as to not continue. I asked them to find the conversation Id had by phone stating I wanted to continue the policy and also to tell me the dates the letters had supposed to have been sent. Oh and dont forget your phone bill will show the exact date and time you made the phone call to them! which is what I found and gave them.

I got a phone call from a supervisor some days later saying they had been unable to find the phone call but they had also been unable to find any evidence that I was contacted by letter and on balance they could see it was most unlikely Id not continue with a long standing policy that covered a chronic condition and they reinstated the policy.

Of course, the renewal has just arrived and this year its virtually doubled to £500 a year!!! but what can I do.

rising_from_the_ashes

I am horrified by this - and I would've thought PP would've been more upfront about it being a new policy (I've always found them to be excellent).

Also slightly concerned as I have recently changed insurers and now have multi-pet policies (as moved to dog to same insurer as cats) - will be phoning tomorrow to double check it's not started a new policy!

ptrichardson

Apologies for the lack of contact - I've been in a caravan for a few days with barely any internet connectivity (turns out the local 3G was faulty from Orange).

We got a voicemail from PP a few days ago to say they'd listened to the call, and that they would remove the exclusion from Monty's policy and that they would be in contact shortly to arrange our reimbursement.


To all who have replied with advise (including those who pointed out mistakes we made ourselves - every day is a school day!), please accept my thanks :-)



Monty is doing really well, he was actually fine a few hours after coming home - he's a lot braver than I'd be if someone had cut my eyelids open!

Fire_Fox

That is brilliant news, you must be so relieved! :j BTW this thread is not valid without photos.