Report Abuse

“Dismal service, have since cancelled policy ”

written by 113Barton on 16/11/2015

I had no issues with my policy until I had to claim for my dogs treatment. My vet sent claim form and medical history to Petplan. Around 2 weeks later I called PP for an update as had heard nothing. They said they hadn't received anything from my vet. Vet then sent form again by the electronic XML process. Same thing happened! Nothing received by PP. At this point I was annoyed and asked my vet to print me everything and I would post myself recorded delivery. The third time PP did get the documents, however they were missing the second page of a form. They didn't bother to tell me they needed more information to assess the claim! I was checking the claims tracker online thinking it would be paid any day. Once the estimated close date had passed I called again to be told nothing had been done in over 2 weeks as they needed more information!! The staff are hopeless, they tell you conflicting information and never call back when they say you will. I initially claimed 15.09 and I am still awaiting payment of the claim. I am out of pocket as my vet doesn't let you leave owing them any money. I have to pay up front. Escalation team offered me £25 vouchers which was a smack in the face. I have now cancelled and have put in a complaint.