"Lost Claim"

recently made a claim with you for my cat that I know from speaking to our vet was emailed on the 1/11/24 I have had no correspondence from you regarding this matter and have just chased it up with your colleague "David" who has checked and said there is no claim
logged on the policy???!! Now I'm not being funny but 3 weeks later and im having to chase this up to then be told there is no claim!!! its disgusting..!!. he has then forwarded me to complaints which I then sat on the phone for 20 minutes on hold and still no answer. Iv once again checked with our vet before this email and this claim was definitely sent on the 1st November. So my question is now.. where is my claim??? !!! This claim is for almost £1000!!! It isn't good enough!! Please get somebody to contact me otherwise this will be escalated to the Ombudsman promptly... shocking service. L.Farmer

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"The lady I spoke to was very helpful…"

The lady I spoke to was very helpful answered all my questions

"Appalling claim handling"

Having paid premiums for 4 years, I had to unfortunately make a claim at the beginning of September. Received an email acknowledgement that the claim is being assessed which should take up to 4 weeks. Two months later, sent an email to check on progress. Received no reply. Followed up with a phone call a week later, to be told the claim has been sent for assessment last week. Why only last week? No idea, but let me speak to my manager and we will prioritise it. Having spoken to manager, we can't prioritise because it has been sent for assessment. This makes no sense! Well, there is nothing I can do, but it shouldn't be too long now. What does that mean? Can't say. Really, really poor.

"Slow to settle claims"

Put in my claim in August. I've phoned several times but keep being told it's being prioritised but won't give date as to when it will be paid. They're blaming volume of claims. Very unhelpful call handler wouldn't give actual date on both my claims this morning, one claim to come directly to me & one for a specialist I was referred to. More training of staff definitely needed as my call handler had no understanding of why I needed dates for resolving these issues as without that it feels as if you're being palmed off again. Or maybe they're trained specifically not to give dates because then they can be held accountable?
No communication while my claim is in their pipeline which is frustrating too

"Nice and simple process"

Nice and simple process. And at a reasonable rate. Very rare these days.

"Easy to set up first year for multiply…"

Easy to set up first year for multiply pets & good prices but just had renewals in & cats have gone up £59.45 & £104.13 respectively; dog has gone up £218.39 to £615.36! My fully comprehensive contents & buildings insurance with accident & legal cover went up £13.86 & still doesn’t cost me that much.

"Claiming cystitis was caused by stress…"

Claiming cystitis was caused by stress meaning behavioural. How on earth can this be proven or disproved. The cat has never had behavioural issues before. When an animal or indeed a human are unwell it is stressful! Very poor excuse to reject a claim

"Great"

Great price and policy cover

"Gave best price "

Easy to set up and gave best price

"It was easy to sign up and register my…"

It was easy to sign up and register my cat. Good price too. Hopefully I won’t need to use the insurance. Thank you