We'll have your money but we won't pay out! (Equine and Livestock Pet Insurance)

Member Name: topofall

Product:	Equine and Livestock Pet Insurance
Date:	16/02/09 (103 review reads)
Rating:

Advantages: None!

Disadvantages: Awful customer service, slow or non paying out claims.

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.

Summary: Avoid!