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| Customer service | 4.3/10  |
|---|---|
| Value for Money | 3.6/10 |
| Overall rating | 3.8/10 |
Full review by
scoryn
on 1st May 2008
User Rating : 0
Respect :
0
Bad Points: Very poor advice and subsequent non payment of claim.
General comments: At renewal we wanted to change from Advanced to Essential pet cover. We were advised we needed to take out a new policy. This we did. We have just submitted a claim for our pet, which they will not pay as the vet form states he had lameness for 6 weeks, which meant is started 3 weeks before the renewal. Because we took a new essential policy (as advised), they are stating it was a pre-existing condition and will not payout, despite the fact the policy has always been with direct line. Out bill is £4000, be very careful
scoryn's review and ratings | 106 words
Review by
Guest.
on 13th Apr 2008
User Rating : 1
Respect :
0
Last year I was waiting up to 3 months from their receipt of claim till their payment. This year their computer dept messed up my renewal and they said had to issue new policy, guess what, huge excess and 2 payments taken in oe month.
Guest.'s full review | 74 words
Review by
Guest.
on 12th Jan 2008
User Rating : 7
Respect :
0
Very polite, big brand and good communications.
Getting greedy with excessive premiums due to being in a corner due to age of dog and the fear of not being insurable.
Guest.'s full review | 56 words
Review by
vickyJ1980
on 7th May 2007
User Rating : 2
Respect :
+1
Direct Line have become a formidable force in the pet insurance sector over recent years. They have reduced the market leader's new business sales considerably and have produced a client friendly system, providing reasonably priced veterinary fees cover. Bad news is the essential policy is awful and most people have no idea about the terms and conditions until they claim for an ongoing medical problem only to be told there is a 12 month time limit and ongoing vets fees need to be covered by th ...
vickyJ1980's full review | 323 words
Review by
billwilde
on 17th Apr 2007
User Rating : 3
Respect :
0
Received my renewal from Direct Line and it had gone up considerably although I had not made a claim.
But worse still was that I found out by accident that if I applied on-line again for a new policy then it was cheaper than the renewal I had been sent in the post.
When I telephoned Customer Services they were rude and unhelpful especially when I queried as to why present customers were not offered the same discounted rate as to what was available on line.
In other words they were trying to h ...
billwilde's full review | 198 words | 1 comment added.
Review by
patevergreen
on 26th Oct 2006
User Rating : 8
Respect :
0
I would recommend Direct Line pet insurance as they have always been very helpful in our case. I obviously cannot comment for other people, but in an emergency they are excellent.
patevergreen's full review | 118 words
Review by
charrrlton
on 14th Jun 2006
User Rating : 1
Respect :
0
Be very careful regarding the policy wording for Direct Line Pet Insurance. The cover I have actually got barely covers the premiums I have paid. Nightmare. Previously used Tesco Pet Insurance who were superb. Impossible to deal with DL by telephone, constantly being put on hold for as long as 15 mins each time. Dreadful!
charrrlton's full review | 146 words | 1 comment added.
Review by
jimbo79
on 21st Nov 2005
User Rating : 4
Respect :
0
Had my cat spayed (which I paid for) but the wound got infected so took her to vets to get it looked at and cleaned up. £250 later the cat's fine but Direct Line wouldn't pay out because 'it was the result of a non essential operation'. I thought I was being a responsible pet owner....
jimbo79's full review | 71 words | 1 comment added.
Review by
SophieG
on 1st Nov 2005
User Rating : 8
Respect :
0
It is hard to beat Direct Line on any type of insurance, especially Pet Insurance. The process is very customer oriented. However, reasonable rates should be considered against increases year on year of excess. If it stays at £65 p.a. I will consider renewing every year, but if it increases yet again next year, I will look around.
SophieG's full review | 77 words | 2 comments added.
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