Took out pet insurance with this bank and had it in place for a number of years. Unfortunately our cat was killed in a road accident. First time I had ever needed to claim and hoped i'd be dealt with patiently and with empathy - by a human. Far from the experience I had hoped for. The automated service does not recognise your account number and sends you round in circles. It is not clear how to access certain claim forms in the pet portal and when you finally find the form - its in PDF format so you need to print it out, complete it, send it back all of that old fashioned process.
I finally managed to get in touch with a human today - to be fair, she was very friendly. I asked if I could offer some feedback and complained about the terrible automatic phone system which doesn't allow you to speak with a human. Guess what - she said they already know about the difficulties faced by customers trying to get through and can only get through when wanting to cancel or sign up for insurance. UNBELIEVABLE - a deliberate attempt to take money off of customers and to make it a very difficult process to get the service we have paid for. Trading standards should be looking into this!!!!
Mixed Breed
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I had the same problem - went round in circles when trying to inform them by phone one of my dogs had been euthanised on 12.12.21. Couldn't speak to anyone. Left messages. Eventually cancelled monthly payment which got a v fast response!
Received an email this morning from Customer Services saying I should let Sainsbury's Bank Pet Insurancen Cardiff Pinnacle know. Wasnt given a link.