Someone cancelled my pet insurance

DS182

Hi All,

First time posting.

A few days ago I recived a letter from my pet insurance company offering their condolences for my dog passing away and that the policy had been cancelled.

My dog is still alive and I have not been in contact with them for a long time so it is not as if anything could have been misinterpreted.

I sent them an email to ask what was going on and they said that "I" called them last week to say that my dog was going to pass away soon and that I wanted to cancel the policy.

I replied to them and said that was impossible as on the day and time they provided I was working and I asked them what information they provided. They replied that the person provided my name, address and policy number and the name of my dog.

I am quite concerned about this, should I report this anywhere? Does anyone have any advice? What would someone gain from cancelling this policy?

Thanks in advance!

dunstonh

I am quite concerned about this, should I report this anywhere?

What is likely happened is that someone called them who has a policy and their pet has died. And in the process of doing that, the information has been applied to the wrong policy. Either a typing error or the person that called gave the wrong policy number and it was not picked up.

Nothing sinister. Just clerical issues. They probably havent even listened to the call and are assuming that their initial info is correct.

If you feel they have not resolved the issue to your liking then make a complaint.

Blibble

dunstonh wrote: »

What is likely happened is that someone called them who has a policy and their pet has died. And in the process of doing that, the information has been applied to the wrong policy. Either a typing error or the person that called gave the wrong policy number and it was not picked up.

Nothing sinister. Just clerical issues. They probably havent even listened to the call and are assuming that their initial info is correct.

If you feel they have not resolved the issue to your liking then make a complaint.

I'm not sure that's the case; how otherwise would the 3rd party have gone through security with OP's details? It may be though, that the information was entered on the wrong file - it's certainly not unheard of.

I'd request insurer listens to the relevant call and take it from there.

dunstonh

I'm not sure that's the case; how otherwise would the 3rd party have gone through security with OP's details?

Someone goes through the security on the real case, matches up everything but on the notes passed to claims, the number gets switched. Hypothetical but these things happen.