Very disappointed. Did not pay claim.


I was very disappointed as the company did not pay out for my claim. I was told by my vet that there would probably be more treatment needed in the form of physio therapy. Once it had been decided that no physio was needed I submitted my claim only to be told that it was more than 3 months since the incident happened. When I phoned an extremely rude lady said there was nothing to be done. I had previouly phoned the company and was told to only submit the claim once the treatment was finished.


Border Terrier


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Posted: 26/03/2018

Dear Caro Beggin, Thank you for taking the time to leave feedback on our service. We are sorry to hear you are unhappy with a recent claims decision and do understand that having a claim declined results in disappointment and frustration. However, we are bound by the policy wording document as issued to you when you take your cover out with us. As this stated that the claim must be submitted within 31 days of your pet receiving treatment, the claim was declined. We do not wish any of our customers to be disappointed with our service, which is why we always stress the importance of reading your policy document which contains all the details of what you are covered and not covered for. It is for this reason that the 14 day policy inception period is in place: to allow for the customer to read their policy documents in full and to have the opportunity to change their mind if they feel the cover is not suitable. During this period we do not take payment and the customer is able to cancel at any time without charge. If you would like to discuss this further, please do give us a call on 020 3750 0022 and we will be happy to go through this with you. Best Wishes, Lifetime Pet Cover.