Time to name and shame... I can’t even put down all of the words to describe this company (useless, thieving, incompetent, unapologetic, stressful), if you can call it that at all. The employees are probably one of the most incompetent bunch of people I have ever come across, they struggle to do the most simple of tasks, such respond to an email or answer a question. The company itself clearly hires based on what would seem to be its business plan, which is to pay nothing if you can for claims, and if you have to pay a claim, find deductions, and then pay as late as possible, and then they clearly hire employees that have zero skills in order to do the job so they can pay as little as possible. All in all, trying to make as much money as they can out of customers with sick animals that are going through stressful periods in their lives. They could not care less about their customer or the animals they insure.
I recently won my claim via the financial ombudsman for unpaid deductions for an operation on my dogs foot and compensation for the extremely/useless customer service I received throughout the last 8 months. I have also been reimbursed for a premium I paid in 2021 that they said I did not pay and so charged me twice, this time by deducting it from my claim and saying I didn’t pay. Bear in mind I have a direct debit and have never not paid in the 5yrs I have been insured. So in other words they tried to steal money from they paying customer. They even had a phone recording of them confirming that I had paid when I called them in 2021, the person that sent this to me (via a SAR request) was the person that apparently investigated my complaint (Katrina). She should be embarrassed and so should the organisation, clearly no one bothers to investigate anything in that company that a customer raises, or the employees are simply told not to, they will take the chance and pay when it gets to that point. Working in customer services is a tiresome job I am sure, but replying to emails and answering questions doesn’t require much intelligence, Faye Baker is probably one of the most incompetent people I have ever had to speak to and most of the compensation I was awarded was down to her lack of response and lack of ability to manage the most simple of tasks.
Now on to someone that is a vet, Tom, Head of Claims. This will be surprising to most people as it was to me. Tom is a vet and works as Head of Claims, he suggested to my vet (after Faye requested for them to split out the claims) that they were putting through fraudulent claims. Of course we provided all the emails of his department requesting this and an angry email from my vets. Besides this debacle, he also declined and authorised the deductions for my 11yr old dogs operation. He suggested that an 11yr old dog doesn’t require a drip or a theatre in order to have an operation. This has now been paid via the ombudsman, but I personally would not let this man near my dog.
I am stuck with these people, but you aren’t and you can chose not to sign up to insurance with them. Please save yourself the trouble, stress and money and use someone else. If I can help others to not have to go through what I have had to then I feel that I have succeeded in some way.
Reviewed on: 23rd April 2024
