Pet Insurance- 4 Months No Payout

dollydiva

Back in May, our cat was hospitalised for life saving treatment. Thankfully, he lived and our vet bill was £1068 which we paid.

We have a Lifetime policy for him with pet-insurance which are Equine and Livestock. We submitted our Claim late May, but it took E&L 3 weeks to acknowledge this, despite a 7 day timeline given on the Policy.

After waiting over 2 months, we began to enquire, but were told that they had a backlog of Claims and that it would take another month. We again enquired after a month and were told that it had been passed for payment processing. But after waiting a further 3 weeks, still no payment had been made.

We rang again this morning to be told that they had a backlog, it had been passed, etc, it would take a month - in fact, everything we'd been told before. The advisor sounded like she was well rehearsed in this information.

So where do we stand I wonder if a further month passes and we still receive no payment? Any advice appreciated! :T

stator

Make an official complaint. If they fail to response to this or give a satisfactory result you can complain to the ombudsmen I believe

Blibble

A well-worded email or recorded delivery letter of complaint should suffice.

If no response or no satisfactory resolution within 40 working days then you can escalate to FoS free of charge.

It sounds like the insurer may just be extremely backlogged on this one; hopefully logging a formal complaint will get the claim prioritised for you & that'll be the end of it.

soosiemm

FYI - I had to keep chasing but got paid after 2 months. It was a straight forward one-off claim. They are part of Equine & Livestock which comes 12th out of 13 pet insurers in the Which? ratings. All their policies are pretty low scoring and customers didn't award them more than 2 stars in any category. I shall avoid in future.

sheramber

soosiemm wrote: »

FYI - I had to keep chasing but got paid after 2 months. It was a straight forward one-off claim. They are part of Equine & Livestock which comes 12th out of 13 pet insurers in the Which? ratings. All their policies are pretty low scoring and customers didn't award them more than 2 stars in any category. I shall avoid in future.

E &L have a reputation of not or delaying paying out.

When considering providers check the underwriters as they are often underwriters to policies with another name.

forgotmyname

They also have a reputation on this forum for getting posts removed.

Had several go missing with no warning about them, they just vanish.