We have paid for a service that is not being provided


We have paid for lifetime pet cover but the certificates and documents we were sent were encrypted and password protected so we can not open them. I phoned the helpline and was assured new documents would be sent out, but 20 days later I am still waiting. I have also replied to the customer service email a few times, to no avail. We took out insurance with your company as the reviews were good, so hopefully this shoddy service is an exception and you will be able to remedy it as soon as possible please. We were also sent an email saying we could have a free GPS tracker and a code would be sent within 30 days - but that time has long passed and no further email has arrived.


Mixed Breed


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Posted: 11/06/2019

Hi Rebecca, we are sorry you have experienced challenges opening your documents. In order that we can look into this for you, please email us at hello@lifetimepetcover.co.uk or call 020 3750 0022 with your policy number. All policy documents sent by email are password protected for data security reasons. The instructions on how to obtain the password are in the same email, highlighted in yellow. The only reason that this would not work, is if there has been an error during the application process but we will be able to rectify that very easily. Please contact us direct, so that we can get that sorted for you. At the same time, we will also be able to advise the exact date the GPS tracker email would have been sent. Kind Regards, Customer Service Team