I had to make a claim after my dog was bitten badly by another dog. He had to have two surgeries which were paid out for (although it took a while). After the surgeries he needed regular dressing changes ( 3 times a week) I got this added to the claim. It had taken well over a month for them to tell me it was going to take at least 5 working days to be assessed before they could even think about paying out. I was told that it was because the vets had only sent information on the 7th dec....however when I spoke to the vets they confirmed they had sent everything on the 10th NOV and had not been asked for anymore information, like I was told by many pets. I called them back to discuss why I was told this when it wasn't true. They confirmed they had all the information they needed on the 10th NOV. I managed to get a callback from a manager as I wanted to put a complaint in, we discussed everything that had happened and was told it would be escalated to the complaints team and they have 5 days to do a written response. This was on the 18th DEC. I hadn't heard anything so on the 8th JAN i called and again asked to speak to a manager. I didnt get to speak to anyone untill a few days later, when i was told that it was with the complaints team and they didn't know why i hadn't heard anything.
What is rather funny is that on the day I originally questioned everything and asked to speak to a manager the remaining payment was transferred to my account and similarly on the 8th when I called to find out why I hadn't heard anything I got an email from the complaints team confirming they had received my complaint and would be dealing with it in the next 2-8 weeks.
I have totally lost faith with the company when they have lied to me and are making mistake after mistake, even when dealing with complaints. I am definitely going to be rethinking when it comes time to renew my policy.