Pet Plan UK Pet Insurance Review

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2 stars
Average rating for this product is: 2 out of 5

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Tina Eades's Review of Pet Plan UK Pet Insurance

20th Mar 2009

Overall Rating

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

Staff who answer phone were always polite


Bad Points

Calls to customer complaints were not returned despite their answer phone message saying they would.
Kept asking the vet for further info. regarding claim, despite already having been supplied with this info.
Customer service team leaders of which I spoke to two often did not return calls at all let alone when they said they would.
Slow response to caims followed by request for post mortem results when I had been assured on the evening of my horses death that a post mortem wasn't necessay These are just a sample of the incredibly poor service. I backed up my calls with letters.


General Comments

This total lack of customer service of any quality continued for three months during which time my horse suffered an related episode of colic and due to her other problems was euthanaised.
Every call and letter I wrote brought back the most distressing circumstances of my horses death. Pet plan have a very good advertising campaign which in my experience has been totally misleading. My claim was finally settled despite a three month wait because they initially said they wouldn't pay due to an exclusion on my policy, it took 3 months for them to agree that the vast majority of the claim had no bearing on the condtion that was excluded. The whole episode to me seemed like a time wasting exersize on their part with the hope I would not fight their desicion. My vet insisted that the two condition swere unrelated and finally we were successful. I will never recommend anyone insure with Petplan Equine.

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