Pet insurance - Proceed at risk

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Based on resolver’s experience to date, it can be extremely worrying when your pet requires treatment but it is unclear whether the treatment required will be covered by your pet insurance. Pet insurance cover varies greatly from company to company – as can its exclusions. You should try to always check your policy documents carefully – especially the small print – before agreeing to any pet medical procedures as you could find yourself out of pocket. However, in some situations it may be unclear whether your pet is covered or you may be unable to access your policy documents.

In this situation, you should contact your insurer by telephone setting out the treatment that your pet requires and asking them to confirm that your pet will be covered. Sometimes your insurer will be unable to confirm either way immediately, or will inform you that your pet is not covered. In this situation you will have to make a decision as to your course of action based on whether you can afford to pay for treatment out of your own pocket.

If you are not happy with the outcome of your claim because you feel that your pet should have been covered then you can write to the customer services department of your insurer setting out the problem that occurred and the treatment that your pet required, and asking that your insurer reconsider their decision to deny you compensation for the treatment. As a last resort you can contact the Financial Ombudsman Service, 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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