Pet insurance - Not responding to complaint

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Based on resolver’s experience to date, having no response to a complaint you have made can leave you feeling disgruntled and wanting to take your custom with elsewhere. Contact the customer service department again to alert them to their oversight, making sure you log all details of your complaint such as times, dates and names of staff you have spoken to. resolver recommends that you submit this complaint in writing. It should include details of your original complaint, details of your failed attempts to communicate with your insurer and a request for an apology and answer to your original question. If your complaint remains ignored then as a last resort you can contact the Ombudsman, which will act as a mediator in your case. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know
  • If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.


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Resolver covers the issue Not Responding To Complaint for 52 companies and organisations: