With reference to the pet insurance article published in The Daily Mail 3rd July 2013, as leading pet insurers for 30 years and pet lovers ourselves, we offer Miss Hughes our sympathy at this distressing time for her and her dog, Emma. However, we stand by our decision not to pay her claim for Emma’s herniated disc, due to this condition not being one of the specific conditions covered by the Quickcare purchased by Miss Hughes. Miss Hughes purchased our Quickcare product online, through a price comparison website without taking advice from our insurance advisers. We offer an advice line and encourage customers to speak with our trained insurance advisers, who can explain the particular differences between the types of pet insurance product we offer. The Quickcare product Miss Hughes purchased is our lowest level of cover, which is reflected in the premium paid and level of cover provided, which is clearly stated on our website. If our insurance advisers had the opportunity to speak to Miss Hughes when making the purchase, they would have been able to discuss our other products that cover a wider range of conditions. These include our lifetime products that provide vet fee cover for the life of the pet, provided premiums are renewed every year. The differences in the cover provided by our different products are clearly stated on our website and are also clearly represented alongside other pet insurance products on price comparison sites offering our products. In addition, policy documentation sent to customers following the purchase of a Petpals policy state all conditions covered by that specific policy. As with all personal insurance policies, we also offer a 14 day cooling off period after taking out a policy, allowing all customers time to review the insurance they have purchased and cancel if necessary without incurring any charges. We have thousands of customers who are happy with their respective pet insurance. Our claims handlers, all of whom are qualified vet nurses, process thousands of claims each year, the vast majority of which are to the satisfaction of our customers. In 2012 alone we paid over £6m in claims to our customers. In addition to diligently reading the specific cover provided by each of our policies, we would advise all customers to carefully consider their pet insurance requirements before purchasing insurance online, to ensure that the level of cover they are buying matches their expectations and to take advantage of trained sales advisers to help make the right choice for their pet’s insurance needs.
Posted on: Wed, 10 Jul 2013 09:51:23 +0000
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