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Hilary

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Review of the Tesco Bank, Pet Insurance:

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Disappointing, Shocking Mismanagement

So disappointed and distressed by apparent "delaying tactics" in paying our first claim for Mollie dog who has been insured with TESCO several years and had NO previous claims. So unwell after surgery, we were afraid we would lose our darling Mollie, but were grateful that after 2 weeks she was discharged from the vets and we finally had her home. I paid the FIRST bill of £4,203.52 on my credit card. On 18.06.2023 I confidently made the claim on Mollie's insurance as our first dog had also been insured with TESCO and a much larger claim was dealt with efficiently AND promptly. The vet centre completed and forwarded the claim form to TESCO P. Ins on 22.06.23. I received an email from TESCO stating they had requested more information from the vet. The vet replied they had NOT received a request for further info so called TESCO. TESCO then sent a letter stating if the info requested was NOT received they would "close" our claim. Vet contacted TESCO and was told there was a discrepancy of 15p between the amount the vet had written on the claim form and the invoice total...... 15 pence! Vet checked the invoice and emailed reply to TESCO stating the invoice total WAS as stated and WAS correct. Tried the "claim tracker" a few days later that apparently is NOT functioning... so Called Tesco "claim line" and was told our claim payment "was in process... will be paid into the bank account our Direct Debit is taken from" within 7 days. Despite this assurance, 3 days ago I received ANOTHER email from TESCO stating they requested the results of the Histology report from the vet before they could make a decision on our claim... I cannot understand what bearing the report would possibly have on the outcome of our claim,but forwarded the email to the vet, who again had NOT received the request. Vet sent us a copy of their response and the histology report sent to TESCO. I called TESCO claim line AGAIN today and was told they had received the report, but our claim had not yet been processed. The agent who took the call (William) said he would be the person assessing the claim and would "jump the queue" to process it as soon as possible... BUT he is on holiday NEXT week so would have to forward it to a colleague if it was not complete by then! Meantime, Mollie has been so unwell following her surgery she has had a 1am out patient appointment AND the following week another inpatient stay. I have paid another £1800 bill on my credit card, but NOT yet submitted this to TESCO in fear that a "Continuing Care" claim would confuse them and the delay initial payout...... If not a deliberate delaying tactic, this is shocking incompetence on the part of TESCO Pet Insurance, "MISMANAGED" by Royal Sun Alliance. Reviewed on: 27th July 2023

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