The Most Dog Friendly Community Online
Join and Discover the Best Things to do with your Dog

Welcome to Our Community
Wanting to join the rest of our members? Feel free to sign up today.

Suspicious Pet Insurers

Discussion in 'Dog Health' started by Janec1694, Sep 15, 2018.

  1. Janec1694

    Janec1694 New Member Registered

    Messages:
    5
    Likes Received:
    0
    Trophy Points:
    1
    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.
     
  2. arealhuman

    arealhuman Well-Known Member Registered

    Messages:
    1,838
    Likes Received:
    1,763
    Trophy Points:
    113
    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.
     
  3. Janec1694

    Janec1694 New Member Registered

    Messages:
    5
    Likes Received:
    0
    Trophy Points:
    1
    Thank you for your reply, it is helpful, I will be challenging them and will do as you advise

    Many Thanks
     
  4. JoanneF

    JoanneF Well-Known Member Registered

    Messages:
    2,463
    Likes Received:
    2,146
    Trophy Points:
    113
    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.
     
  5. Janec1694

    Janec1694 New Member Registered

    Messages:
    5
    Likes Received:
    0
    Trophy Points:
    1
    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.
     
  6. JudyN

    JudyN Well-Known Member Registered

    Messages:
    1,980
    Likes Received:
    2,893
    Trophy Points:
    113
    I just want to add to the condolences. It must be really hard having to deal with this right now.
     
  7. Mad Murphy

    Mad Murphy Well-Known Member Registered

    Messages:
    712
    Likes Received:
    1,256
    Trophy Points:
    93
    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.
     
    Biker John likes this.
  8. Janec1694

    Janec1694 New Member Registered

    Messages:
    5
    Likes Received:
    0
    Trophy Points:
    1
    Thanks everyone for your condolences, hopefully the vet will oblige, if not I will take your advice Mad Murphy.
     
  9. Josie

    Josie Administrator Administrator Registered

    Messages:
    2,753
    Likes Received:
    2,657
    Trophy Points:
    113
    So sorry to hear this @Janec1694 - what a terrible time for you :-(
     
  10. gypsysmum2

    gypsysmum2 Well-Known Member Registered

    Messages:
    1,224
    Likes Received:
    318
    Trophy Points:
    83
    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.
     
  11. Janec1694

    Janec1694 New Member Registered

    Messages:
    5
    Likes Received:
    0
    Trophy Points:
    1
    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.
     

Share This Page

  1. This site uses cookies to help personalise content, tailor your experience and to keep you logged in if you register.
    By continuing to use this site, you are consenting to our use of cookies.