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“Very poor claims service”

written by 52Stack on 15/05/2016

My poor little dog died suddenly and I had over £1,500 of vets fees to pay out, granted some was for me to pay such as the cremation costs, excess and 20 % co insurance. I sent in all the paperwork including previous vet details, only to be told they needed the previous vet details. I pointed out this was on the claim form,and the adviser I spoke to said something like, that assessor who had asked for the information doesn't look at the forms properly !
I established they have all the information on 20th April, and has to be signed by the manager and then sent for payment. I asked how long this would be, and was told "weeks"
I have chased it up again today, only to be told it will be another 12 working days and they have a backlog and do things in date order.
I am very cross about having to wait so long. I have paid out money and am now in financial hardship due to this company's antiquated claims handling process.
Even the complaints procedure says they will reply to the complaint "within 8 weeks " 8 weeks !!!!!!!
I do not recommend this company at all. In fact, I doubt I will see my money this year, very very disappointing,on top of the upset of losing a loved pet.
They are useless