Advice on whether worth complaining

satsumalover

Hello, I think I've cocked up quite badly. Cat is 14 years old and always been insured but never had to claim until this year.

My policy was due for renewal on Jan 15th with high monthly premium increases. As a result I took a new policy with the same provider but with less cover. 

I took the cat to the vet on the 25th for her annual boosters and they diagnosed hyperthyroidism. No problem I thought as ill be able to claim on the insurance.

The provided has rejected the claim because it is within the first 14 days of the policy. I had to read the policy 3 times before I spotted it and I am now kicking myself

I think I made 2 mistakes - taking out a new policy rather than renegotiating the old one. And then taking the cat to the vet during the initial l4 days.

I'm so annoyed with myself and more than a little aggrieved that after 14 years of insurance cover I can't claim when I need it. 

Is there any basis for complaint does anyone think? 

elsien

I think I would probably be pushing the argument that is a continuation of cover with a different level. Rather than a break in the insurance after which you then reinsured.

No idea if that would be a valid argument or not but I’ve just done the same as you – changed the level of cover to make it more affordable but everything else - exclusions and everything else is all exactly the same.
I would be very miffed if cover was declined on that basis. 

Voyager2002

I would actually suggest a polite letter, pointing out that you have been insured with them continuously for the last fourteen years. (A long time ago I worked as an insurance clerk, and I recall a claim from a long-standing customer that was clearly not covered, but my bos read the letter and agreed to pay the claim.)

Keep_pedalling

Who is the insurer?

satsumalover

Tescos    

Keep_pedalling

The policy booklet says you can change the level of cover at the time of renewal, so you should have continuous cover. I woud put a complaint in to the claims department (see page 23 of the policy document)

https://www.tescobank.com/media/bcddff4d-71d4-40c6-af85-8fd72e7747ad/tesco-bank-pet-insurance-policy-booklet-0320.pdf

satsumalover

Keep_pedalling said:

The policy booklet says you can change the level of cover at the time of renewal, so you should have continuous cover. I woud put a complaint in to the claims department (see page 23 of the .......

Where in the policy booklet does it say I can change the level of cover at the time of renewal please? I've read it cover to cover and think I may now have word blindness as can't spot it! Thanks

elsien

P20. it’s not written as clearly as Keep peddlaling  has interpreted it, but that could be an implication. 

I would certainly be arguing that it’s not a new policy. 

sheramber

Did you ask to reduce the level of cover or did you cancel the policy renewal and take out a completely new policy?

iI understood you to say it was the latter. 

In which case you have a new policy, with a different policy number, which is not connected to the old one  and what Tesco have said is correct. 

It is standard with all new policies to have an exclusion period at the start to prevent someone buying a policy when their pet becomes ill and then claiming. 

As suggested a polite letter  might  be beneficial. 

saajan_12

The reason behind such a clause is to avoid people finding an issue, holding off before reporting it to first get insurance and then soon after claiming on the insurance. 
Whereas your record of continuous insurance for years clearly shows this isn't the case. 

Now they do translate the above desire into hard and fast T&Cs but its worth reaching out to ask them to re consider based on the above. 

satsumalover

Thanks all, I recognise all of what you've advised but will persevere as nothing to lose. Thank you for taking the time to advise and big lesson learnt for myself!