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Name: MrsH

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Try leaving them!

1
A lot of positive reviews for JL pet insurance are around initial set up. That and their customer service (bar when you try to leave them) are great. However.... Every year you will be stung with huge premium increases even if you make no claims/ the claims you make are for one-off (not ongoing/ lifelong) issues. I was an idiot and kept paying it for 12+ years (ending on £95pm to insure a Yorkie that I've paid 95% of the vet's bills myself) because they cover your pet for life. Believe me this gains you no grace with them - they will never budge on the cost because they know they're one of the only providers who offer life-time. But when you look at what you can claim back for a life-long illness be aware; you have to pay quite a lot yourself first - luckily my pup didn't have a lifelong issue but had she it would have rendered the policy nigh-on worthless, depending on the ongoing costs. Their claim-back process is stuck in the 90's, none of it's truly online, you have to print things out and email everyone yourself trying to get back any money you want (after their hefty excess -which also sneakily increases some years) ... it's tiresome to the point you have to question whether any claim is worth your time. Then, when you finally can't afford to be with them and you try to leave - good luck! I cancelled my policy on 12/8/20 by email, no reply by 09/09/20 so I called to cancel. I got an email the same day replying to my email of the 12th asking me if I wanted to cancel in language that made no sense 'please let me know so I can do the needful' (?) and as I had cancelled by phone already and my email clearly stated I wished to cancel I disregarded it. If you cancel a policy by email a provider's response should not be to ignore you for a month, for you to repeatedly chase to then reply asking you if you want to cancel. 4th Jan 21 and my bank text me about an account I no longer use saying I'm being charged for unauthorised use because JL have been taking £95pm for the last 5 months after my policy was cancelled by email and phone. I called JL - on hold for 30 mins to get through, got through put on hold for another 5 mins when I did, got cut off, no call back. I called again, on hold for 30 mins to get through and the lady said that they need to check with their underwriters that they can refund me - even though they can see I emailed to cancel, and there is a call with no notes on the day I called to cancel. I will have to wait for 48 hours to find out if the underwriter's accept my cancellation and will back-date the money owed to me. All because JL didn't cancel my policy as requested by me. £500 for their mistake and rather than refund me and accept the loss if the underwriter says no - I have to accept the loss if they do? I've spent about £10k with them and this is the goodbye I get. Imagine if I went into a JL store and helped myself to £500 worth of stuff and on being stopped by security said 'You'll need to wait 48 hours while I check with my friend if you can have it back'. JL would have me arrested. They will happily steal from you and say that though. If you take a policy out with them it will be the most boring, expensive, experience of your life - you have to get everything in writing and be spot on with your own admin because they cannot be trusted. Reviewed on: 4th January 2021
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MrsH

Only invest if you enjoy paperwork and mental torture

1
This is simply the worst set up investment service you will ever encounter - the call centre advisors readily offer that it's because they're a 'government service' - meaning a lot of money being thrown at process and bureaucracy in the name of your 'security'. So secure that within a month of filling out the same paperwork I'd filled out 2 years before (which takes a week to arrive by snail mail) and having to post a form back to reactivate my account - just to invest - they had de-activated it again because my password had expired. My password expired within a month so I have to do the whole process again. You can't make it up. I only invest/ check on the account every 1-2 years and I am told that I am 'barely using' my account and that's why I'll keep having to go through a 2 week process each time to do anything. It's bonds, not everyday banking. The time you'll invest in admin on your bonds will, in all likeliness, not be worth any money you'll win and should be a serious consideration. Essentially, they cannot cope with the modern world. They are an anacranism that desperately needs someone to come in and overhaul the whole thing to re-work the service to suit the needs of the customers. Currently this is a typical, geriatric, government service where you're not a customer, you're the public and they are doing you a favour. Unless you have time to burn and don't mind excruciating repetition, put your money anywhere else. Reviewed on: 17th September 2016
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MrsH