written by on 19/11/2013
Unfortunately there was no option to give Sainsbury's Pet Insurance zero stars, as that's definitely what I would have chosen!
Our dog had teeth extracted at the beginning of September and it took 5 weeks to settle the claim, way above their '5 day turn around' pledge! It was only settled after I had to chase them with consistent e-mails and telephone calls. They informed me that they had contacted my vet, yet almost three weeks later admitted they had the wrong e-mail address for them! Promises of 'call backs' came to nothing. By the time the excess had been deducted, plus the additional 10%, we were approximately £100 short of what we'd paid out! Tell me, why is it the PAYING customer who has to chase their disgraceful administration service?
I complained about the appalling customer service, and in their response Sainsbury's said "I have spoken to my colleague's Team Leader in regard to her not leaving notes on your policy about communicating with you and extra training will be put into place to ensure the situation does not happen again". I was given £30 in compensation. By this point, I had cancelled the policy, and actually found a joint policy for our dog and cat for £21 per month, far less than the £34 we were paying Sainsbury's!!
To add insult to injury, I've received a letter from them to say I now owe them £56.55 as we'd made the claim on the policy! Strange to say, they seem to have discovered how to make outgoing phone calls and send letters -isn't it funny that's happened now the tables are turned? I am seriously thinking of setting up a Standing Order to pay them back £1.00 a month and then they may appreciate what a disgrace their service is.
My advice to anyone considering Sainsbury's Pet Insurance - avoid it like the plague!
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