E and L Pet Insurance Review

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0.5 stars
Average rating for this product is: 0.5 out of 5

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digiblue's Review of E and L Pet Insurance

6th Apr 2006

Overall Rating

0 stars
  • Value for money
    0 stars
  • Customer service
    0.5 stars
  • Have you made a claim?
    Yes
Good Points

Cheap(ish)


Bad Points

They rarely answer the phone
I'm not sure if we'll ever receive our claim


General Comments

I found out that E and L would be the cheapest pet insurance policy for my cat that offered reasonable cover. This was over a year ago now. I had done a search on a price comparison website, and I signed up straight away. Then I got the bill. It was for more than I'd been quoted. Apparently the comparison site hadn't taken into account where I lived. Fair enough. Not great, but not the end of the world.

Nearly a year goes by, and the cat gets ill (struvite crystals). A visit to the vet and a big bill later, I contact E & L for a claim form, which I receive quickly. The claim form is completed and sent to E & L, then it starts to go wrong. Nothing happens for a month, then I receive a letter stating that I'll need to provide them will full medical history and a covering letter. I do this and send it to them. A few weeks go by, and I decide to call E & L to check what's happening. After a few days of trying to call five times a day and being cut off because they are 'busy' I get through. I am told all is OK and my claim is being processed. They are busy because they have just moved office and don't have enough phone lines.

Good. Well, not so good, another month goes by and still no sign, until a letter appears asking for the full medical history of my cat. Deja Vu. Again I get on the phone, and I am told that I'll need to send them another letter to explain my cat is a rescue cat, and that we don't have history for his whole life. I tell them that my last letter explained this, and they agree to put a note on the 'system'. So it's been nearly four months since I put the claim in, and still no sign of the money.

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Members' Comments ondigiblue's Review

  • NeverAgain 2nd Rank: Staff Sergeant on 31st Dec 2006

    If E&L have agreed your claim and you have accepted, they should send payment within 5 working days. If they did not, complain to the Financial Ombudsman Service, Customer Contact Division, South Quay Plaza, 183 Marsh Wall, London E14 9SR