written by Dobson51 on 29/05/2017
I chose Vetsure as I believed it might be a more ethical pet insurance company, being set up by vets.
I was treated very kindly by a customer services person at Vetsure after the death of one dog. I appreciated that sensitivity very much at a terrible time. But the reimbursement after my claim was both extremely slow and inaccurate as initially the bulk of the claim was not paid, incorrectly.
Now I have learnt that there is some issue about having to use a Vetsure registered vet, but we live miles from one so I will have to change insurer.
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The_Vetsure_Team's Comment
Written on: 01/06/2017
Dear valued customer,
Thank you for taking the time to provide us with a review, we really value your feedback.
We are sorry to hear of the sad passing of your pet and that your service experience was not an entirely positive one. If you would like us to investigate this further please contact us. However, we hope we might put your mind at ease, we have seen significant improvement in our claims handling since we in-sourced this service towards the end of last year. So much so that in this moment in time we are actually settling claims the same day! We therefore are confident we will be able to exceed your expectations in the future.
We would like to reassure you that you are absolutely free to use any veterinary practice you desire, you do not need to visit a Vetsure accredited practice to be insured with us. That said, you will lose some of the benefits of being with an accredited practice such as:
- Guaranteed direct claims. Vetsure are happy to settle claims directly with any UK vet so this would be down to the vets discretion.
- Discounted excess levels. Vetsure-accredited practices benefit from a £20 discount on excess levels so unfortunately you would lose this discount should you need to make a claim. However, unlike other insurance companies we only charge the excess once per unrelated condition.
We hope these factors won’t cause you too much dissatisfaction and we hope you choose Vetsure in future.
Kind regards
The Vetsure Team