Suspicious Pet Insurers

[Janec1694]

Hello All

Unfortunately it is the loss of my dog that has brought me here today, I was wondering if anyone has had similar experience with pet insurers.

My 3 year old Shih Tzu died unexpectedly on Sunday night, he passed away just minutes away from the vets, although they tried to revive him, it was too late.

I rang the the pet insurers on Tuesday explaining that I could not find the insurance policy and they emailed a copy to me, since then I have found the original policy. However, there is a discrepancy in the original policy (dated March 2018) and the copy then sent me, the March Policy includes death benefit and the one they have just sent me does not. I did tell them on the phone that my dog had passed away, I cannot think of a reason why I would be covered for death benefit in March and this would now change, has anyone had a similar experience? I have not been insured with this company before and this was my first year with them. I have today read some pretty awful reviews about them and am now concerned. I have not raised this concern with them yet as I need to speak to the vet, because they did not know why my dog passed away and suspect he had an undetected heart problem. I am just not ready to deal with it all yet, as I am devastated at losing my best friend.

 

[arealhuman]

I'm so sorry to read about your loss, that's terrible. My view about the insurance would be this - if they initially provided you with the details of your policy under your contract of insurance and either did not or could not make contact with you (i.e. they took reasonable steps to get in touch but couldn't) about changes to the terms of the policy, your initial terms apply. I would also try and find out when the new change came into effect, as it might be your claim could be valid until this time, although judging by the timing in your post, perhaps unlikely. If they refuse to honour your claim, make a formal complaint with them and if that is unresolved, contact the Ombudsman.

I'm not any kind of specialist, this is just my view, but hope it helps at this distressing time.

 

[Janec1694]

Thank you for your reply, it is helpful, I will be challenging them and will do as you advise

Many Thanks

 

[JoanneF]

I also offer my condolences. I have nothing to add to what @arealhuman has said, I also think that as you entered into a contract with them that includes a death benefit, they should honour that. However, as you were unaware of any heart problem, be careful you don't suggest anything to them that might make them think your dog had a pre-existing condition that they could exclude from cover.

 

[Janec1694]

I also offer my condolences. I have nothing to add to what @arealhuman has said, I also think that as you entered into a contract with them that includes a death benefit, they should honour that. However, as you were unaware of any heart problem, be careful you don't suggest anything to them that might make them think your dog had a pre-existing condition that they could exclude from cover.

Thanks Joanne, I have only told them that he has passed away, the only time he had been really sick before was with gastroenteritis, there were no signs he had any heart problems. I had taken him the vet the Tuesday before and they said he just had a cough. My vet's offer support to make claims so I think I will ask them to deal with it.

 

[JudyN]

I just want to add to the condolences. It must be really hard having to deal with this right now.

 

[Mad Murphy]

May I add my condolances on your loss..

Re the contract ..My way of looking at this would be the one issued in March is the one you signed up for and as the company did not inform you of any change until after the loss of your dog I would say the original contract was binding. But, do not phone them.. Make a copy of your contract and email them making your claim pointing out the clause which covers you.. eg .. Dear sir I am claiming until paragraph 6 section 2a so that there is no doubt to them you know you are covered. The reason for not phoning.. If you think there is any chance they might deny your claim you want that reason in writing not just via the phone or if they say they will pay and later change their minds and youve done this by phone you will have no proof.. So everything in writing and stick to your guns.

even better if your vet does it ...carries more weight.

 

[Janec1694]

Thanks everyone for your condolences, hopefully the vet will oblige, if not I will take your advice Mad Murphy.

 

[Josie]

So sorry to hear this @Janec1694 - what a terrible time for you :-(

 

[gypsysmum2]

I am so sorry for your loss. How awful that you now have to go through this process.
Can I ask you to name and shame if it seems as though they have acted unprofessionally? We all need to know who to avoid. You could use this warning in your dealings with them.

 

[Janec1694]

The insurance company is called 'Purely Pets', I am not saying they have done anything wrong, it may just be an admin error, however, there are some pretty poor reviews online. Had I seen these reviews I would never have used them. I have used 'MoreThan' previously and there were very good with a claim I had.