Petplan do not know their animal medical conditions

Pet Plan UK Pet Insurance www.petplan.co.uk
★★★★☆
4.5
88.0% of users recommend this
  • Customer service

  • Value For Money

Shelleybaby's review of Pet Plan UK Pet Insurance www.petplan.co.uk

“Petplan do not know their animal medical conditions”

★★★☆☆

written by Shelleybaby on 15/07/2017

I submitted a claim for my dog which was an ongoing condition. CDRM. The insurance did not accept this last claim as they had tried to connect this condition to a previous condition which was not relevant. From submitting the claim my dog had to be put to sleep due to the condition deteriorating.
This last claim was rejected and when I had phoned several times to query why the staff did not know what my dogs condition entailed, I was dismissed by the staff member saying they needed more information from the vet.
This has caused me a lot of distress and Petplan then claimed they needed me to contact my vet again to clarify. This clarification was sent twice by my vet before they admitted the claim was valid and paid out. However on the email to inform me that the claim was being paid, again they referred to my dog as being unwell and that they hoped she would improve and this is a copy of part of that email.
*****(We're sorry to hear that Leela has not been in the best of health. It's a worrying time when a pet is unwell but it's reassuring to know that you have help with the cost of her veterinary treatment.)***** This is totally unacceptable.

Petplan did not even check with their records before sending this out to me otherwise they would know that my dog was deceased and had been put to sleep not unwell!!. This was very upsetting to read. You need to know your facts before communicating and more importantly the medical conditions that dogs suffer with any secondary connecting medical conditions attached to the primary condition.
Petplan need to re-evaluate their staff that they employ and what information they know or think they know and what they clearly don't know. This is clearly a training issue and has caused me unnecessary upset.

  • Yes

    Have you made a claim?

  • Customer service

  • Value For Money

Was this review helpful? 0 0