Animal Friends Pet Insurance Policy Miss-selling?

djpleasure

Hi Mse'rs

I have both my Yorkies insured via Animal Friends Pet Insurance, up until now have not had an issue really except with part of a claim they tried to wriggle out of but I managed to sort.

Before taking out Policy a few years ago, I researched as wanted good cover, lifetime cover etc, all was well.

Now my male Yorkie has reached 8, I got the policy renewal, stating changing to terms of senior pet policy. Whereas Policy cost increased, also now not only have to pay excess, but also an additional 35%.

This was never made clear on the start of policy, not with either of my two policies. If it had been, I would of reconsidered taking out a policy with them.

My issue now is, If I switch provider, I am damned, as my dog suffered from Luxating Patella and had to have major surgery on his knee, and it will no doubt affect his other leg at some point, and then Arthritis will set in later on, as this was a lifetime policy, he is covered with them, but if I change provider it will be pre-existing condition and his age will also go against future insurance.

I feel cheated, as it should be made clear about the senior policy change when taking out insurance.

I am disabled and as a result on benefits, so I cannot afford the extra 35%. Yes there is the PDSA option, but I should not have to go down that route. I am considering taken this up with Ombudsman, any advice appreciated as always

krlyr

When you say it wasn't made clear, what do you mean? It wasn't stated in bold on your policy letter, or it wasn't mentioned at all? I'd be very surprised if it wasn't outlined somewhere - their current Policy Wording mentions the "co-payment" required for dogs over 8 years old, and they actually have a page on the website specifically about insuring older pets, which states the 35% additional excess. That's not to say it was necessarily there a few years ago, but if you are going to go down the Ombudsman route, I would find out exactly what your original documents said.
http://www.animalfriends.org.uk/pet-insurance/insurance-for-old-pets/

krlyr

Going back to their website 3 years ago, using archive.org, here is their previous "Key Facts" regarding their policies
https://web.archive.org/web/20111015022331/http://animalfriends.org.uk/files/7313/0028/5340/Key-Facts-Basic-Prestige-March-2011.pdf
Which states:

What am I NOT covered for under this policy?
In addition to the exclusions detailed above, Red Sands will not pay for:
the Excess which is applicable on most sections of cover and varies dependent on Your plan type (Please see Policy Schedule for full details). Please note for Pets 8 years and over you are responsible for the first £69 or £99 of each claim, plus under vets fees a further 35% of the remaining claim

Based on this, I would say you haven't been missold the policy - it was your responsibility to read the terms and conditions of the cover. It is unfortunate, but you will find the majority of insurers charge a % excess for older dogs now - and many won't take on new customer's dogs past a certain age.

Edit: It was also covered on their FAQ page at the time

Are your policies for older pets very expensive and what is the excess?

Older pet premiums aren’t much greater than for younger animals as you will see by following the links on this site to our pages for older animals’ pet insurance. With our senior plans you will pay the first £69 (or £99 if you have chosen the higher excess) of any claim as you would with our younger pet policies but you will also pay the first 35% of a claim. In this way we can keep our premiums at low levels to benefit those clients who do not have to make a claim whilst offering valuable cover for the larger contingencies that may occur once a pet gets into old age.

Crisp_£_note

DJ I have exactly the same issue with 2 dogs! No it wasn't made clear either on originally signing up or on approach to renewal of the over 8 policies!

I thought it was just my bad luck and mis judgement but I no idea how to switch as pre existing conditions. I've already lost out quite a lot and am actually contemplating if the insurance is of any use at all and whether I just save the money aside regularly as though I had one. Only thing here is I wouldn't be covered should my dogs cause an accident or injury to others!

Will be reading with interest thanks for mentioning it.

sallyj17

Would unfortunately have to agree that it appears unlikely that you have been missold a policy... it is as has been said above your responsible to check the terms and conditions.


However let us be honest.. most people don't read them... and terms and conditions are lengthy and can be difficult to read... which is why I have read all the terms and conditions and put the points I would want to know if I were taking out a policy on my website... Pet Insurance Surveys UK... (having said that the purpose of this site is to give you a helping hand... it is still essential you read the policy document yourself).


Having said that it is still my belief that pet insurance companies should be much more up front about their policies. If people get misled then it is the pet insurance company's reputation that will suffer.


On the positive side though ... although you have to pay 35% for pets aged 8 or more.. Animal Friends premiums do tend to be much lower than you will find elsewhere...

sallyj17

Crisp_£_note wrote: »

Only thing here is I wouldn't be covered should my dogs cause an accident or injury to others!

Have you checked your home contents policy? Some provide public liability cover for your pets


Alternatively you could think about joining the Dogs Trust .. about £20 per year (?) as they provide public liability cover for all their members.

Kinski

Crisp_£_note wrote: »

DJOnly thing here is I wouldn't be covered should my dogs cause an accident or injury to others!

Tesco have a policy that covers you if your pet has an accident
http://www.tescobank.com/insurance/petins/index.html?atlassource=paid&cmpid=search/google/brand
Maybe not for as much as you would like but it is some cover.

krlyr

sallyj17 wrote: »

However let us be honest.. most people don't read them... and terms and conditions are lengthy and can be difficult to read...

I'm one to scour policies, having breeds that can have exclusions against certain conditions, and them both now being older dogs - some of them really hide it away in the depths of all that smallprint, but I found it pretty easy to find the info on both the new website and the old website for Animal Friends. The Key Facts PDF summarises the key points of the policy, and the FAQ is one of the first places I'd check out too. The new website even has a whole page about insuring older pets - I'd say the excess details were actually fairly transparent for them compared to many others.

sallyj17

krlyr wrote: »

I'm one to scour policies, having breeds that can have exclusions against certain conditions, and them both now being older dogs - some of them really hide it away in the depths of all that smallprint, but I found it pretty easy to find the info on both the new website and the old website for Animal Friends. The Key Facts PDF summarises the key points of the policy, and the FAQ is one of the first places I'd check out too. The new website even has a whole page about insuring older pets - I'd say the excess details were actually fairly transparent for them compared to many others.

Would absolutely have to agree... although I do think that the current Animal Friends site is a huge improvement on the old site...


... and yes there are many companies where you can't check out excess amount without taking out a quote...and where you have to phone them to check out what contribution payment you will pay (if any) for older pets...


... of course you always need to remember that whatever the terms are when you take out a policy.. they could and often do change from year to year.. so just because a policy may not charge any contribution payments at the moment does not mean that they won't when your pet gets older.

sheramber

It was certainly stated in the terms and conditions when I took out insurance 3 years ago as it is one reason I didn't go with them.

When I used Petwise they suddenly changed from a fixed excess to a copay at age 9 .

The only reason I had advance warning was I changed something on the policy information and they sent me an updated policy document including the copay. As I had renewed already it did not apply to me for that year but woud have applied to following years.

The terms and conditions usually state that the policy is an annual policy and they can alter the terms when offering a renewal.