I really used to like this company, we made a claim a few years ago and I was impressed by their service. HOWEVER ... Our annual renewal has just come up and the premium has been increased by over 40% with no change in our circumstances or any claims in the last 18 months. I queried this and the advisor seemed as baffled as me, he listed the factors that can increase premiums but agreed that none seemed to apply in our case. They were unable/unwilling to review the quote but advised me to cancel my existing policy and start again as a new customer. The new premium was 50% less than the renewal quote. Same dog, same policy but now the premium is half price - this makes no sense to me at all. The original adviser was polite and friendly but his colleague on the quote line was the opposite - reminded me of the "computer says no" character in Little Britain. They also claimed my dog has a condition which she doesn't and which my vet is happy to confirm is not the case but they have misinterpreted the information the vet sent regarding our previous claim and simply refuse to admit they are mistaken. I see another reviewer had a similar experience. Such a shame as I thought I had found a good company but they are only interested in new business at the expense of existing customers.
Reviewed on: 2nd September 2016
