“ E & L has been providing pet insurance for over 20 years. For comprehensive, low cost pet insurance. „
My dog, a beautiful border collie suffered from severe epilepsy. This required over £4000 worth of drugs and investigations and once he was taken to the vets at 3am when the seizures could not be stopped using diazepam. He had been taken to Newmarket when he was one, this was to determine cause of seizures - cost over £2000. He also had lots of blood tests and various drugs as well as countless consultations with our vet. We have had to phone E&L to determine insurance payouts and so on, change address when we moved, change banks when we needed to and each time we were dealt with professionally and efficiently. My only, small criticism is that they can take a while to pay out - usually about 3 to 4 weeks, sometimes 5 weeks. However, this does not put me off them since the amount of cover they give with their lunar policies can mean the difference between life and death for a loved animal. Sadly our dog was put to sleep 2 weeks ago. We now have a baby Border Collie and a brand new diamond lunar policy with E&L
I have recently submitted a claim after an operation was carried out on our 8 year old staff and e&l are refusing to pay out due to the fact that they are treating it as a previous condition! Our vet saw our staff at the beginning of this year and was not worried about her nor was she unwell but they are using that visit as their way of not paying! The emails were badly worded and the people on the phone were rude to say the least, talking over me various times! I will be sending them a strongly worded complaints letter and if I do not receive any joy out of them then I will be sending my complaint to the ombasmund! The long and short of it is steer well clear of this insurance company, they just want your money!!!!!!!
My 5 year old Bedlington Terrier developed a small lump near her paw in July this year. Since then she has undergone a biopsy which indicated that it was a mast cell tumor needing an intensive course of steroid treatment to shrink the tumor enough to remove it surgically, a major operation to remove it, and then a full biopsy of the tumor, which indicated further treatment was required. She was referred to the University of Liverpool Small Animal Hospital where she received three sessions of radiotherapy per week for four weeks and simultaneous chemotherapy treatment, weekly for four weeks and now fortnightly with three further treatments left to complete the course. When I told the vet initially that E&L were my insurers they expressed concern. I have had the policy since we have had Cleo but never needed to claim until now. They have been fantastic. A brief delay at the beginning when they had to assess the claim was not unreasonable. Their staff have always been polite, helpful and professional. They have settled every claim minus the policy excess (£85 I think) and one amount of £145 for sending the most recent biopsy to the USA laboratory (they don't pay the carriage charges, but they do pay for the biopsy - all of which is laid out in the T&C in the policy documents). To date, they have paid out in excess of £6,000 and further bills are currently being processed. Most of the bills from the vet or animal hospital have been paid direct by E&L so I have not had to pay them up front (I could not have afforded this treatment without the insurance). They accepted the claim as within the terms of the policy and have acted accordingly. I have a 'Lunar' policy. This is more expensive than some more basic policies but means that each time I pay my premium the Policy limit of £5,000 is renewed so I have not had any problem despite the huge cost of making my dog better. I have read so many terrible reviews of this company and do not dispute anyone's opinion, but feel it only fair to redress the balance a little with my honest review of my positive experience with E&L. I know there is a lot of small print in any insurance policy and perhaps we are not always careful enough in reading the terms and conditions and sometimes we choose the cheaper policy levels only to find the exclusions invalidate claims. My experience with E&L has been positive. My beloved dog is recovering well but I offer my sympathies to anyone whose pet has not fared so well.
Had my 2 cats insured with this companyand they put me through the mill just to payfor a blood test for one of my cats. Would only pay£70 of the £180 vets bill and sneakily doubled my petInsurance direct debit from £20 to £43 a monthwithout telling me. So I have paid insurancefor what exactly. Plus they are extremely rude. I have fired them now but recommendyou find a better insurer for your beloved pets!
They've just refused my claim because while it was locked up in a locked garage:"Any insured bicycle left unattended for more than 12 hours away from home" isn't covered.They were really pleased with themselves as they told me.I strongly recommend you read their small print - my policy wasn't worth the paper it was written on - there were plenty of other tricks and loopholes.
I've been with E+L for around 4 years, insuring 2 pedigree cats. I have made a couple of claims during that time and I must admit it was difficult and time consuming trying to get E+L to actually pay out.The correspondance e-mails are very badly written and are very difficult to interpret which meant I usually had to ring them to actually make any sense of them. The claims department staff were rarely very interested with any claim issues. Most vets won't deal with E+L directly either which means you will always have to pay for the vet fees first and just hope you get reimbursed. I have changed to Pet Plan which are recommended by most veterinary practices.It is well worth paying a little more money for your policy, in the long run you will save money.
When our little Rag |Doll kitten Arthur was taken ill, hospitalised and died we incurred a very heavy bill - £3500+. Only at the point of having to claim did I look up reviews of E&L/Pet-Insurance and I was deeply worried to hear of the bad experiences of others, and therefore what might lie ahead for me.
Being a Citizens Advice Bureau Advisor I therefore used advice which we give others, namely keep a phone log with dates, times & names and a record of all correspondence.
I am very pleased to report that my experience of E&L's processes and Customer Service has been first rate and although inevitably there is a bit of a delay on cheques of this size I was paid out just after Christmas when Arthur died on 15th November. All the staff I interfaced with were very customer-friendly and efficient, and they were supported by very good IT systems which allowed them to instantly update me on the stages of my claim.
In all, a very efficient experience. I now have our other cat and new dog with E&L and have recommended them to others. E&L did tell me they had only recently increased their staffing to respond to the type of issues raised in the various blogs, but Vet's do still seem to promote other Co's rather than them - so, work to do there!
I found E & L pet insurance on the web, when I first got my cats and it was quite cheap so I took out a policy for both of them separately.
At first this policy was fine, but it was after it was renewed that they started to get annoying. They added some sort of extra charge to both policies, that I didn't ask for and didn't give my permission, but it was written in the tiny small print of the renewal.
I then cancelled both policies and still paid for a couple of months after wards even though they had sent letters saying they policies were cancelled. I called and asked them to refund the money and they did so back into the bank.
I then noticed that a few months down the line I was still paying the extra charge that I had told them to cancel along with the policies, so I called them and asked them to refund that but this time they sent me about 4 or 5 cheques all for small amounts instead of the whole amount back in the bank or even just as one cheque, and it seemed to take months to sort out.
They are ok to get hold of by the phone but you can't do anything on the internet with this company. Which is good if you have a lot of queries like I did.
I understand that different people will have different experiences, but I wouldn't recommend this company, as they are untrustworthy and seem to sneak in little extras wherever they can, then take ages to pay you back when you cancel. Not great practice.
I am now with Sainsburys pet insurance and I got £40 in vouchers for switching and have had no problems so far.
I've been paying the delightful people at E&L something in the vicinity of £10 per month for most of the years since i got my moggy- coming up ten now. You do the math, that's a lot of money. Oh all right I'll do it for you - best part of £1,200.
Until last year, i never claimed. As my girl is a house cat (before i get mails accusing me of cruelty, she was a rescue and had been inside her whole life until i got her. Opening the door to anything other than the hottest of sunny days gets met with an "are you trying to kill me?" look and rapid disappearance) she was never likely to get into the sort of accidents that tend to run up big medical bills, but I wanted the reassurance in case she developed a serious illness.
I can't really remember now why we chose E&L. Over the years, my policy cost seemed to keep creeping up, although they did send me a nice shiny booklet every year full of small discounts off of things that were overpriced to start with (5% off a stay at a Hilton, for example).
Then, last autumn, my cat needed a minor operation for a small lump which turned out to be benign. The op went fine, but seemed to trigger some other illness which we never got to the bottom of, suffice to say most of my salary seemed to be going straight to the vets.
I called E&L. Several times, due to the fact that it takes forever to get through to them. Oddly enough, if you try the "sales" line rather than the "claims" line, it's magically answered quite quickly! Eventually I managed to get a claim form sent out to me, filled out my part, and left it with my vet practice who - very generously, i thought - filled the rest out and let me know within a day that they'd sent it off.
For a few weeks, nothing happened. Then i got what was clearly a standard letter from E&L acknowledging my claim, but in the least user-friendly terms possible - a "we're sorry to hear your pet's been ill, but we'll try and get the money to you as soon as we can" would've been nice. What i actually got was something along the lines of "we are assessing the validity of your claim" which i translated as "and don't trust you as far as we can throw you, so we hope we don't have to pay".
More weeks went by. Another letter arrived, kindly informing me that they had now placed an exclusion on my policy which meant that i wouldn't be able to claim for any recurrance of my cat's current condition after the following November. Nice! Especially since at that point, i'd not had a penny from them.
I called E&L (again, trouble getting through, etc etc). Spoke to someone who said my claim was "in progress". When might I expect some cash? "in the next couple of weeks". I waited three, before firing off a letter to their customer services department with the words "formal complaint" in big letters at the top. I suggested that if i didn't find myself in possession of a cheque p darn q, the Insurance Ombudsman (their regulator) would be hearing from me. At about the same time, i submitted another claim for some followup treatment.
A week later, a plain envelope arrives containing two cheques. The policy isn't that generous anyway (£75 excess comes off first, and then they pay you about 65% of the remaining bill) but the numbers weren't exactly what i expected. Since an explanatory covering letter (let alone maybe a little apology for their crap service, let's not get too ambitious!) was apparently too much to expect, i had to call up again to ask what the cheques covered. BOTH claims, it turned out - the second one must have been turned around in about two days. I remarked on this to the lady I spoke with, and she said, not the least bit apologetically, "oh yes, well a complaint was made" !!
So, for my £1,200 investment, i got around £300 in vet fee reimbursement so far, endless delays, rubbish customer service, and a number of letters putting exclusions on anything at all related to my cat's recent illness. The latter i think is particularly sneaky - slapping an exclusion on the policy as soon as you claim for anything, to limit their future potential costs.
In summary, avoid this outfit like the plague - they're happy to take your money, but god forbid you end up needing anything in return.
I downloaded a claim form from E and L Pet Insurance on the 29th October 2008 and the claim was submitted by the vet a week or so later after waiting for a further visit. The only correspondence from the company has been two identical letters both dated 16th January 2009 and one was received about ten days later and the second followed about a week after that. They referred to changes to conditions of insurance, in other words they will no longer pay for the medical condition, unfortunately which will be eventually terminal!
I have probably telephoned them at least six times and usually after listening to rubbish music for several minutes I was promised a call back. Those calls never came. When I have managed to speak to somebody I have been told the claim is accepted and that I will get £108 although so far I have paid out over £400. Deducting my excess etc they actually owe me about £216 although to be fair they have not yet been billed for all the money because I have not had anything from them asking for the further bills! If you speak to somebody the delay is due to a backlog of work, huge number of claims, Christmas, sickness or the weather!
At the beginning of last week I sent them a letter of complaint and said I would be contacting the FSA and Trading Standards. I had a phone call three days later from E & L and I was promised the £108 cheque would be sent straight away and could I submit a continuation claim form. I did this and went round to the vets to get it signed etc and sent it off next morning but after reading all the above reviews I don't hold out much hope! As of writing this I have yet to see the money!
If you google the firm you will find another review page where there are a lot of people complaining of lack of payout!
Don't be duped into phoning the more expensive 08449 phone number, phone them on 01423 333800 / 339111.