Appalled by misinterpreted clinical details leading to only partial claims settlement. Don’t bother complaining - they are not regulated by FOS in the UK! They mislead you to believe that they are by sending a leaflet how to make a complaint, so you go ahead, write your complaint...only to be told that Vetsure are a broker! Underwritten by another company that is regulated in Gibraltar! Such a waste of time! Took us over two months!
Most annoying is that they don’t tell you about this aspect and give you wrong information, which to me sounds like should be illegal.
Hugely disappointed.
Breed
Domestic Short Hair
Species:
Cat
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Dear Ms Lofts,
I am very sorry to hear of your dissatisfaction with our service. Vetsure Pet Insurance is a trading name of TVIS Ltd who administrate policies on behalf of our insurer. TVIS Ltd is fully regulated by the UK Financial Conduct Authority (FCA No. 523215). As per our terms and conditions and our complaints procedure, if you remain dissatisfied after raising a complaint with ourselves (including how a claim was handled), you may indeed refer your complaint to the UK Financial Ombudsman Service (FOS) for arbitration. If you are having any problems with referral of your complaint to FOS or need any help please contact us at: info@vetsure.com.
The Vetsure Team