Written on: 24/05/2012
I have just put in a claim with E&L after not making a claim for 11 years. I was shocked and horrified to see a percentage claim on my form, meaning I only got just over half of my money back. I basically had to pay £79.00 excess which was ok and then £200.00 percentage excess....never heard of this before.....maybe my own fault should have read the small print I suppose but I have never heard of a percentage excess!! Very annoyed. I would cancel my poliy but just found out my dog has terminal...
Read full reviewWritten on: 21/05/2012
I had to make a claim to E&L when my horse got kicked in the leg and had to be rushed to a vet's surgery over an hour away for x-rays and joint taps. My horse had thankfully not done any real damage but still had to have stitches and staples and had to stay there for 3 days on antibiotics and painkillers. I rang E&L as soon as she got to the vets surgery and they took the details of the incident and sent out a claim form within the week. It is now 2 months later and E&L have paid the majority of...
Read full reviewWritten on: 10/05/2012
My pet Staffordshire Bull Terrier was diagnosed with a slipped disc. My pet had a X-ray, MRI scan and surgery, which took over a week to recover from this with full care at Liverpool. The fees were dealt with direct to e&l insurance and cost approximately £4500. The insurance company kept us informed throughout the process and took about 5 weeks to complete. The only fees that we had to pay was to the local vet for out of surgery hours examination and 10% of the overnight stays for my pet at Liverpool....
Read full reviewWritten on: 07/05/2012
Well I checked reviews AFTER I'd taken out policies for my two dogs with E & L Pet Insurance, and was rather worried - the bad ones markedly outnumbered the good ones. But, you have to speak as you find. I put two claims in at the same time (for one dog), and both were paid up without any quibbling and in full within around 3-4 weeks. They did check with my vet, but I think that's fair enough. The total was around £300. I have no complaints to date. The only point I would make is that some of the...
Read full reviewWritten on: 27/04/2012
On looking for pet insurance at reasonable rates we took out a policy for our dog who was quite old. After being diagnosed with a inoperable tumour we very sadly had to have her put to sleep. We got in touch with E ...
Read full reviewWritten on: 23/04/2012
DO NOT TOUCH THIS INSURANCE COMPANY AT ALL. THEY WILL DO EVERYTHING IN THEIR POWER NOT TO PAY OUT AND INTRODUCE CLAUSE AFTER CLAUSE EVERY YEAR THE ME BE CHEAP BUT DEFINATELY NOR CHEERFUL.INSURE AT YOUR PERIL. LIKE NOTHING DISLIKE EVERYTHING...
Read full reviewWritten on: 23/04/2012
This is a warning to all E&l customers please be aware that this company have hidden clauses to eleviate them from paying out can you beleive that if your beloved pet has to be euthanized you will not get a penny not even the vets fees CHECK YOUR POLICY NOW they are no more than common criminals and should not be permitted to trade.My daughter took out insurance to cover third party and vets costs.If she had struck a car and the horse had to be put down we would not be insured PLEASE CHECK THE SMALL...
Read full reviewWritten on: 21/04/2012
I can honestly say the worst company I have ever encountered. They cannot and will not part with their money. The staff are rude and I have taken the risk and cancelled the insurance. I would rather put money aside each month my self incase of vets fees than have to battle with a company like them to pay for them. DO NOT USE...
Read full reviewWritten on: 23/04/2012
how can we stop these con artists from robbing us blind
can you beleive that if your pet is eauthaniszed you are not covered even for the vets fees and disposal costs utterly unbeleivable my daughters horse broke its leg and was put to sleep this morning we get a reply saying we are not covered how can they get away with this
Written on: 09/04/2012
Had my dog insured with E & L for a number of years and when he developed stomach problems they did not want to pay out. Eventually they did pay but the following year he suffered from the same problem and on examination and after several visits to the vet, the vet diagnosed that he had developed a tunour which was inoperable and he had to be put down. The vet informed me that they invoice most insurers direct, but will only accept payment from the customer due to E & L often taking in excess of...
Read full reviewWritten on: 06/04/2012
Had to claim twice with them and on both occasions they said no. I then had to fight them with the help of my Vet, which we won on both occasions! You do not need the stress when your worried about your pet! Never use.... ...
Read full reviewWritten on: 05/04/2012
E&L dont mind taking your premium every month but when it comes to paying out they are terrible! Unfortunately I picked my insurance before selecting a Vet! My Vet told me when I registered that they do not (never again) deal with E&L directly so if I would have to claim from E&L directly. Recently our dog had to have an operation which came quite expensive (ca £ 1000) I emailed and posted all required documentation to E&L about 3 months ago and I still haven’t had a decision from them. They...
Read full reviewWritten on: 01/04/2012
Our horse injured her leg last month and needed urgent hospital treatment (not cheap). After reading the reviews here I was concerned when I had an enquiry about not conforming to the small print on the policy ( I didn't have time to inform them the bill would exceed £1000 ). E&L have been helpful throughout and the claim has been processed without a problem. We couldn't have asked for a better service and so I felt I should give them a good review to balance out the rest. ( I DON'T work for E&L...
Read full reviewWritten on: 23/04/2012
My daughters beautiful horse damaged its leg and had to be put to sleep we were insured with E & L NOW ALL BEWARE THEY ARE ROBBING BANDITS THE SMALL PRINT DOES NOT COVER Euthanasia i ask how many animals that are injured have to be put down please be aware of there con tricks
Written on: 23/04/2012
please be aware of the euthanasia clause in your documents if your horse had to be put to sleep you are not covered ???????????????????????
Written on: 10/02/2012
Had 2 claims in the last 6 months 1st claim £685 2nd £200 for our spring Bailey paid quickly less excess very polite on the phone. 3rd claim now going in for £2500 approx let u know how it will go....
Read full reviewWritten on: 06/02/2012
i keep trying each year to reduce my horse insurance and each time i look at e&l and its cheap compared to the good companies like KBIS and SEIB. but each renewal i check e&l's reviews and i am absolutely scared to use them. their reveiews are terrible. i might as well have no insurance. so although im still paying rates i would love to lower, im sticking with SEIB ! have been with them 3 years and il stay with them x...
Read full reviewWritten on: 04/02/2012
I read the reviews of this company after , not only buying the insurance but when i had a claim in for my cat, I was worried!. However I think it only fair to add my experience to the list as it really isn't bad. When my cat was ill I rang the company for advice on claiming. The lady I spoke to couldn't have been more helpful. The forms were pretty straight forward. The claim did take a while to settle, 7 weeks, but that did include the christmas\new year break. I emailed after 6 weeks and got a...
Read full reviewWritten on: 02/02/2012
We have held pet insurance with this company for several years and each year on renewal they introduce exclusions whether or not incidents have occurred which means that at renewal you end up negotiating out the exclusion when there is no reason for it to be there in the first place other than maybe for them to have it there to give them something not to pay against. I think that this is done in the hope that you do not see it. They do not answer the phone or return calls and take endless time and...
Read full reviewWritten on: 01/02/2012
Absolutely shocking customer service, it was really really poor! Everything about my cover from the beggining to the end was terrible and I feel let down and extremely upset. I would advise people think twice before using this company in future...
Read full reviewWritten on: 12/01/2012
My pet recently became ill. During the initial phase of claiming I was shocked to discover that the policy I took out had been scrapped not long after I took it out. Unaware that this had happened, I was never notified of this prior to my renewal date. Two years of automatically renewing the cover for me (thank you E&L), never once did they tell me that this was no longer offered, but a newer grading was. According to their own T&C's, they should notify you of changes that are applicable to you...
Read full reviewWritten on: 10/01/2012
Our two dogs were insured with E&L Pet Insurance for most of their lives. When our beloved Bernese became ill in 2010 there was no hesitation from E&L in refunding the cost of the treatment. Sadly, she eventually passed away but we continued to insure our cross-breed with them. When he developed cancer late last year and had to have major surgery, there was a slightly longer delay this time in processing the claim, but it was again paid in full. Every time I have contacted them over the years I...
Read full reviewWritten on: 31/12/2011
Having made the first claim, I recieved a letter from E&L inposing new clauses regarding future claims. The vet then received £200 which was deducted from the first bill. The total claim was for over £1000 They said the maximum recoverable was £551.45 less £20.31 excess. I received a final cheque for 37.71. I am about to cancell the policy and renew with a more reputable company. This is not so much about the payment but more about rhe way they run the business. The insurance ombudsman or similar...
Read full reviewWritten on: 15/12/2011
DO NOT EVEN CONSIDER E&L INSURANCE We made an equine claim in March 2011 and after months of disputes have only just received our payment. Must say that the claim was a minor amount, hundreds not thousands, but they tried to wangle their way out of paying up by inferring that we had breached the terms of the contract. ...
Read full reviewWritten on: 12/12/2011
E&L Insurance are more than happy to take your premium but OBSTRUCTIVE and use ANY EXCUSE to refuse claims. When your pet is ill, which can be quite upsetting, and you phone to advise them (as demanded under policy terms) they are abrupt, brusque, unsymphathetic and unhelpful. They also refuse claims using the slightest excuse so it's not worth having the policy in the first place. If your pet has a sniffle and you call to advise them they will exclude anything exen remotely similar for future claims....
Read full reviewWritten on: 05/12/2011
I tried to claim off E&L back in the summer of 2003, for my female cat that acquired breast cancer. I filled the claim form in and sent it off for the first part of the treatment. After not getting any acknowledgement, I called them. They said they were refusing the claim, as I had not contacted them prior to me seeing the veterinary surgeon. This was rubbish, as I had called them, to check what to do. I asked them to check their recording of the call (which of course, like all financial institutions,...
Read full reviewWritten on: 03/12/2011
An appalling company and one to be avoided at all costs. They have no idea about customer service and once they have your money they will doggedly avoid living up to any of their shiny pamphlet promises. After six months of being given the run around and finding it impossible to get past their first line of defence (Claims Line), I found a contact for complaints via the FSA website. After contacting this person (emphasising I had got the information from the FSA) I finally received a cheque one...
Read full reviewWritten on: 02/12/2011
AVOID LIKE PLAGUE Also see http://www.mywot.com/en/scorecard/eandl.co.uk We have pet insurance with them and when we took our pet into the vets for an opperation the vet asked who we were with insurace wise. when we told them the vet sighed and said \"we wont deal direct with them as they are shocking for paying out\". Boy was he right, we still havent got them to pay out, they keep stating they havent received forms from the vets but the vets (who we know and trust) have sent it 4 times!! I doubt...
Read full reviewWritten on: 25/11/2011
I can only agree with all other ratings. To summarise, existing issues are written out of your policy and if you try to claim on anything they find a way of not paying out. A lump on my dog was misdiagnosed by a previous vet as fatty tissue. Whilst undergoing surgery to be neutered our new vet looked at the fatty lump, didnt like it, removed it and we send the tissue off for testing. Upon learning it was a mast cell tumour our dog needed a new operation to ensure all surrounding tissue was removed....
Read full reviewWritten on: 14/12/2011
eandl are a disgrace they are not sympathetic and you are right they will do everything in their power to stop you havinng a claim i have just lost 1300 pounds as they will not payout either polycy not worth the paper its writen on dont use this company please as they will bankrupt you
Written on: 24/11/2011
They constant review and increase your policy without consultantion. I made one claim in the 12 years of my dogs life and It was at the end of her life, it was for £50 and they refused to pay. The Customer Service was appaulling. They like taking your money but they do not like to pay out. We have been completely ripped off by this company. I intend to take my complaint to the financial ombudsman. Also I have seen research since which suggests Pet Insurance is the least claimed insurance. You would...
Read full reviewWritten on: 15/11/2011
One year on and I am still battling to get even written confirmation that they have rejected my claim. After ringing to enquire what the situation was, I was dealt with by one of the most rude, curt and unhelpful women I have ever had the misfortune to deal with. She informed me that E and L had rejected my claim the same day they recieved it and had informed me by e-mail. I recieved no e-mail! I requested she re-send it...obviously. She said there was no point as I had been rejected!!! I said `I...
Read full reviewWritten on: 10/11/2011
After unsuring two of our dogs with this company for almost 7 years at a total cost of over £1800, we tragically lost our beloved pedigree German Shepherd who had an attack of gastric torsion. 8 weeks after the claim, supported by vets bills (totalling over £1,000) and an original pedigree receipt and certifcate from the breeder confirming we paid £750 for our dog we received this: "I can confirm that the maximum we would pay on your level of cover for the sum insured is £550.00. There are further...
Read full reviewWritten on: 09/11/2011
I am still waiting for my claim to be settled 4 months later,i had to borrow the money to pay for the operation for my poodle,i am a pensioner and have little to no savings.I told these heartless people all this by letter, if you phone they never answer, I have asked advice from citizens advice and i can get legal aid so i am going to get to the bottom of this.Dont use this firm , i have had my pet insured with them for 12 years, and only ever made one claim 7 years ago , by the time the excess...
Read full reviewWritten on: 07/11/2011
E and L were happy to take my money and then decided that they werenot covering as my policy stated. Told they were not paying anything via email. I am about to start further proceedings with a lawyer....
Read full reviewWritten on: 10/11/2011
I am also furious with them.
After paying out premiums since 2002 I was told by my vet that I could claim ( my first ever) for a mild skin complaint. I received payment ok but also received an Exclusion letter dated 02/09/2011 telling me I am no longer covered for Ear conditions BACKDATED to 19/09/2010 !! When queried they as to why I am not covered, they said that my vet practice had flagged-up a previous ear condition which I had never even tried to claim for! NEVER advise e & l to anyone
Written on: 04/11/2011
Do not insure with this company, nothing but hassle. The policy is not worth the paper it is written on! You have been warned......
Read full reviewWritten on: 24/10/2011
E and L are without doubt the worst possible company that one could use. With my policy, they put in exclusions without telling me, stopped taking the premiums without telling me and cancelled the policy without telling me. I was in effect left without a decent policy and when i concted them I was given nothing but excuses by an unhelpful and totally miserable member of their staff. TOTALLY USELESS!!!...
Read full reviewWritten on: 16/10/2011
I was very worried having read all the negative reviews here about E&L. In fact when speaking to E&L I brought my worries to their attention. They told me that all companies who have to reject an insurance claim have bad reviews. However I did still have concerns until I received settlement of my claim. My 18 month old GSD has been diagnosed with Hip Dysplasia - not only have E&L agreed to pay vet fees but hydrotherapy and supplements (glucosomin chondritin etc.) I did take out life...
Read full reviewWritten on: 05/12/2011
The fact that you brought your worries to their attention, probably induced them to pay up!! This company is one of the worst in Britain!!!! I have absolutely NO respect for ANY of its employees!!!!
Written on: 15/10/2011
I was only paying £10 a month for my german shepherd/labrador cross who recently had to be put to sleep after a blood disease. The bill was horrendous £7000 as she was hospitalised in a specialist veterinary hospital and the drugs were costing £300 per week when she came out. I was expecting hassles with the claim having read the reviews but E&L paid up nearly the whole claim. A bit slow admittedly but I was paid nevertheless.So in my experience E&L are OK....
Read full reviewWritten on: 14/10/2011
Please please please pay more and get a decent service. If E & L do pay out it takes an age to do so with more excuses and loop holes than i dont know what!! After shelling out £1700 to my vet (because they will deal with any insurance company direct apart from E&L)for my poorly puppy, we have now been waiting 3 months for our claim to get put through. They have agreed to pay £1260.00 but 3 weeks later still nothing!!! ...
Read full reviewWritten on: 20/09/2011
i have been with this load of rubbish pet insurance company they will do any thing they can to get out of paying out any money when i mentioned to the vets who my insurance was with they told me straight away they would do any thing they could to not make any payments or reduce the payout I WOULD NOT RECOMMEND THEM TO MY WOREST ENEMY ...
Read full reviewWritten on: 17/09/2011
Took out insurance with up to £2000 cover and only found out it was limited to a max value of £500 per claim. SO a vet bill of £800 to fix a broken leg (cat) saw £500 back and then nothing for the subsequent bills. Not good when its another £700 to take the pins out. Paid out quickly - possibly assuming i'd make a fuss as the receipts were double what they were going to pay. Came with an unbelievably clear 'this is full and final settlement' header Cancelled policy after it expired but 7 months...
Read full reviewWritten on: 13/09/2011
After taking out a policy for our Mastiff cross with E and L 3yrs ago i was very worried after reading all the terrible reviews they have and are receiving.Within 6 weeks of taking out the policy our dog suffered a prolapse of the tear duct which resulted in two seperate operations on his eye resulting in a bill of nearly £2000.E and L did take 4 months to pay the bill,but our vet did take over 6 weeks to submit the bill due to complications and the xmas holidays,either way the bill was paid. Recently...
Read full reviewWritten on: 01/09/2011
Well I was a little bit dubious after reading the other customer reviews of E & L but was satisfied with the customer service and the final outcome. Our Beloved pet Kane Edward (White Long Haired German Shepherd)was suddenely taken ill (aged 9) with degenerative back, spine and pelvic problems and after major surgery and long hospitalisation the only outcome was enevitable. The Vet (Rutland House) produced bills of £6500 yet we took our pet home in a box. E&L were very sypathitic and even though...
Read full reviewWritten on: 31/08/2011
My dog was killed in a road traffic accident in January this year. It was absolutely devastating to our family; she was a 12 year old black Lab, the sweetest dog you can imagine. No history of running off before, nothing. She was obedient and always came to call. The night in question she had somehow got through our hedge, but being night and her being black didn't make it apparent at the time, otherwise we would have called her back. To cut to the chase, she ran onto the road and was hit by a motorcycle...
Read full reviewWritten on: 29/08/2011
When my dog was diagnosed with Epilepsy my first thought was yes i can manage this, my second was Thank god i am insured ! What a joke! first of al E&L disputed my claim until my vet got in touch with them, then it took a good few weeks to get them to pay. They were the underwriters for animal friends and when they split the company E&L more or less begged me to stay with them, promising payment by BACS and payment with in 7 to 10 working days, and I like a fool did stay with them, now 6 yrs on...
Read full reviewWritten on: 08/08/2011
My vet sent in my claim form 3 weeks ago and despite numerous emails have heard nothing. When you do get through on the phone their attitude is surly,arrogant and rude. I had 2 pets registered and when I had to have my cat put to sleep on a Sunday I was asked "was it a matter of life or death !!!! " and that we don't pay out for this that and the other.When I asked what I was paying for I was told, "well you should have read the small print".Not I'm sorry you had to have him put to sleep or let...
Read full reviewWritten on: 15/07/2011
e&l dog insurance Study and read the small print before you sign up with e&l, they will sting you at every opportunity, charged me £280.15 deductions from a claim of £554.71 !!!!!! this included a charge of £20.71 for claiming £54.71 over my £500 limit !!!!!!! Cant make any more claims as my dog has reached its claim limit regarding her specific problem. As my dog is 14 and in the autum of her years I cant get any cheap cover for her, so I will stick with e&l for 3rd party cover just on the...
Read full reviewWritten on: 11/07/2011
I would give this disgraceful excuse for a company NO stars if I could, made my dogs cancer treatment living hell, any excuse not to pay the money they owed. I would not recommend this shameful insurance company, unless your expecting pointless customer service, receiving no letters or emails explaining what is going on, and having to explain yourself for all of there silly excuses and lies about why they can't pay your money. DO NOT USE THEM! I REPEAT DO NOT USE THEM! ...
Read full reviewWritten on: 05/07/2011
During a the 7 months that we had a horse on loan, we were unfortunate to have to claim twice, once for pelvic problems which involved x rays, steroid injections and physio and the second occasion three emergency call outs due to severe colic. E & L were excellent, extremely helpful and we experienced no problems at all in making a claim. The horse was then returned to its owner and when I informed E & L they checked the date of return and informed me I had since made a payment and that they would...
Read full reviewWritten on: 24/06/2011
My cat had been insured with this company for over 10 years approximately £1200+ made in payments. Pet insurance is supposed provide you with peace of mind if your pet does need extensive or emergency medical care. The peace of mind comes from knowing that you will not have to make a decision on your pet's life based on how much the surgery or treatment costs. It would be good to know E & L are supposed to provide this form of agreement mostly as this requires a degree of mutual trust. Overall...
Read full reviewWritten on: 21/06/2011
Having been with E&L for a number of years and never having had to make a claim on our pet insurance, I was extremely concerned when one of our cats sustained a complex fracture to his leg which required expensive surgery. It was when we arrived at the specialist surgery to be told that they did not deal direct with E&L that alarm bells started to ring. After reading reviews on the Internet I was even more concerned! I decided to follow peoples advice on this site and make sure all contact with...
Read full reviewWritten on: 01/09/2011
I think you have been very lucky, after dealing with this company for 6yrs now i can honestly say they have been a nightmare,I have never had peace of mind with them, one of my dogs has epilepsy, his monthly medication bill comes to £229 per month, and i always have to borrow to get the next lot of medication becuse they never pay up in time, I unfortunatly are stuck with them as my dog has been epeleptic since he was 7mths old, and no other insurance company would take him on, E&L staff are so rude and abusive when i ring to ask how long the cheque is going to take, and emails never get answered, my health has suffered because of the stress this company has given me over the years! my advice to anyone is E&L ? NOT AN CHANCE IN HELL!
Written on: 15/06/2011
Unfortunately, Leo,our Rhodesian Ridgeback dog started having fits in November of last year (2010). After various tests at the vet's, they said they thought he might have a brain tumour. It meant taking him over to the Liverpool Small Animal Teaching Hospital near Chester, one of only 3 places in the country with the necessary facilities. They did an MRI scan and found he did indeed have a brain tumour but it was in a place where they could operate and remove it. They were able to fit him in for...
Read full reviewWritten on: 27/05/2011
Had to place claim this year as my 6 year old St.Bernard was diagnosed with cardio myopathy. My vet asked if I was insured as treatment was very expensive.I said I was with E&L and he said they were not a good company to deal with.He then slapped me with a bill for £156 for the consultation and 10 days treatment!Irang E&L and they promptly sent me out a claim form. I decided to look on the internet for the tablets my dog needed (vetmedin) and found that I could buy on line for a fraction of the...
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