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Avoid using 1300 insurance pet protect- terrible service, slow claim processing
It has taken them almost three months to cancel my policy (and it is still not actioned) and the claim system is so slow - I rang up to cancel my policy and was told that there were still a number of claims that had been lodged 3 months ago.
Our dog passed away in early 2013. So after having the policy for 5 years I called 1300 insurance pet protect to cancel our policy. After being on hold for just over an hour I spoke to someone regarding my policy and the payment that I needed to make to close out the policy. Firstly I was given the inco...rrect payout figure, after which the manager took over the phone call and told me that the person I had been dealing with had not been properly trained and that he would personally ensure that the cancelation of my policy would be carried out. They confirmed that we would need to pay back all of the insurance claims that had been paid to us in the 6 month period on top of the monthly payments we had already made. Some of the claims we had made were still outstanding - after 3 months of processing by the company! So we didn't need to pay those one back. While waiting for the manager to send me the email confirming my cancelation, a further monthly payment was taken from my account. The manager finally sent an email (2 weeks later - after I followed them up) confirming the claims that would need to be paid back. The email stated that I only needed to reply back confirming the amount to be taken out. I sent an email back confirming the company could take the he amount to be withdrawn and that the policy was to be closed out. I assumed that this had been undertaken; however on the 7 March a further monthly payment was withdrawn from my credit card. I called pet insure again waited on hold for another hour to speak with someone who told me that they were new to the company and so didn’t know what to do. They spoke to their manager. It was disappointing to once again have such a lack of customer service by someone who not adequately trained in such simple tasks and uses it as an excuse. After much waiting the new employee spoke to the original manager who confirmed he had missed seeing the email in his inbox and had not actioned my request. Daniel confirmed that he would contribute the payments made to pet insure as a result of his colleagues inaction and finalise my account with pet insure. Unfortunately my formal complaint has also been dealt with by the manager who the complaint is with - completely unprofessional. This was still not actioned by the company. And still not resolved. It's been almost three months now.
I can't believe this company is still operating!
I spent a long time comparing what seemed the lesser of two evils and purchased a 1300 Insurance Pet Protect Insurance plan
All I can say is that I’m ever so grateful my claim was less than $200. Heaven forbid I would have had a $5000 or more claim rejected.
I have paid them a steadily $30 a month premium for over the past year. I recently had a trip to the eye specialist for my pet which cost $170.
I lodged the complete paperwork and information to them however they sent me a letter in the post a week later stating that not all the in...formation was provided. When I contacted their claims department they informed me that documents were missing. I assume their incompetent staff did not upload them correctly as they were all neatly binded together in an express post envelope. Also, why don’t they call or email their customers? It’s a bit ironic they are “1300 Insurance” yet most of their correspondence is via snail mail. Is it to make you give up trying after waiting so long in a drawn-out process, so they can be more profitable? I have now received a letter stating that my claim does not qualify for assessment and won’t be paid as this is apparently not covered (????)Furthermore I thoroughly checked the policy wording, schedule and booklet and cannot see anything that excludes “eye conditions” other than pre-existing, which this is not.
Most Useless Insurance Company ever.
1300 Insurance would be the worst insurance company I have ever had the displeasure of dealing with. I lodged a claim for our dog in October last year and haven't heard anything since. I've spent 4 hours or more over the last two days trying to get through on the phone and conveniently, (for them) they won't provide an email contact. When I did eventually manage to speak to someone I was told the claim won't be paid because of an existing skin allergy (she's allergic to some lawn grasses and cigarette smoke which manifests itself with a red ...rash) which, my vet confirms had absolutely nothing to do with a tumour that had to be cut from her tail. Typically 1300 Insurance is an nice as pie when they're taking your money but the real test of how good an insurance company is, is when you have to make a claim. Goodbye 1300 Insurance you will never get another cent from me.
Customer service appalling, can never get through on phone, must chase up claims yourself.
I filed a straightforward claim for my cat's bite abscess surgery (clearly accident & emergency, which I am covered for) and was texted by the company 4 weeks ago to say my claim was being processed. No word since. I tried several times to contact but no response from 1300 Insurance. Their wait times over the phone are simply appalling (1 hour & counting today at a non-peak time ie. the start of the day). They ignored an email follow-up I sent a few days ago on the status of my claim.
This non response from 1300 Insurance is simply inexc...usable. Others have given 1300 Insurance very bad reviews due to this and the company is aware of their complaints, yet have done nothing to address their appalling response times over the years. If I don't hear from 1300 Insurance by lunch-time today I will seriously consider cancelling my policy and taking my business elsewhere. As others have stated, I would recommend avoiding 1300 Insurance when looking for insurance for your beloved pet(s). No-one deserves this kind of incompetence and neglect from a supposedly reputable insurance company. Customer service appalling, can never get through on phone, emails ignored, must chase up claims yourself.
Don't waste you time or money,
My dog was ill, took him to the vet $575 later they were unsure of cause. Snake? Spiders? Poisioned ?. Lodged a claim almost a month has passed I had to chase it up. After a long wait they advised me that it will not be covered as I only have acciden cover. I advised them my welcome letter clearly says " your 1300 policy covered you for vet expenses should you suffer an unexpected accident or illness"
They are a joke, don't bother.and they will be getting a letter from the ombudsman
Their custome service, the policy it's self
Wouldn't recommend this company
I have never actually made a claim so can't comment on that. However, they doubled my monthly premium without notifying me of the changes, just charged my accounts the increase rate! When I phoned to ask what was going on I was spoken to by a very rude young man who assured me the paperwork was sent (when clearly their system is broken as I have always received my annual certificates without dramas in the past and have not had any change of address etc). He apparently re-issued it and I still didn't get it. When I rang to cancel my insurance I ...was assured I would not be charged again - however I was. I have now been on the phone for the 3rd time in a matter of weeks and was spoken over by another rude member of their staff. Years ago, they were very competative and staff were polite. Bad service and expensive product.
I submitted a pre-approval request for major surgery on my dog's eyes. The problem is a hereditary problem from in-grown hairs on his eyelids. I selected their product which specifically covers hereditary problems. Due to my dog having conjunctivitis (a bacterial infection) before the cover was taken out they deemed the to be the cause of his hereditary problem. I am trying to enter into a dispute resolution process, hopefully I will get some answers as to how a bacterial infection can cause a hereditary problem. This is extremely unsatisfactory and displeasing.
Do not use this product!
I can never get through to them, the wait time on the phone is ridiculous. They have terms in their PDS which many other providers to do like if your pet had any problem in an organ then they will not cover that organ for anything. E.g. your dog had a cut on his nose before the policy was taken out, then after the policy is taken out he gets nose cancer, they will not cover this! Who knows how far they could stretch this term. I am currently having them reviewed by the Financial Services Ombudsman. Horrible horrible experience. Avoid.
Cheapest Pet Insurance in Australia
I just bought pet insurance for my two newly arrived Pomeranian puppies at 1300 Insurance and it has been the best deal I've got this year. The premiums are cheap, can be as cheap as 28 cents a day if you want it to, and the cover is incredible. It covers vet bills and accidental injury and illnesses. To put the cherry on top, I got a discount for my second pup for insuring two pets!
If you are as busy as you state, relook at staffing issues, to provide better service in the limited hours for pet owners to contact you and please respond to emails. Even an initial generic acknowledgement would improve customer service.
Customer Service appalling. Tried for three days to contact but left on hold for more than 8 mins each time because 'their team was flat out attending to other pet enquiries" Sent email with again no response or even advice of failure to deliver. When finally being able to make contact 4 business days later was advised we are behind in email responses??? and no record of any contact from myself was noted.
Excellent claim process
my real experience -
purchased insurance for my dog at 2 yrs old, then discovered eye catarat 1 yr later. My fluffy went to a lenthy eye surgery and countless consultations for $6k. 1300insurance paid $5.9k ($100 excess) within 10 days of claims, no question asked.
1 year later, my dog was discovered another life theathening situation with her blood. 15 vet consultations and blood tests within 2 months. expensive medicines were introduced by the vet. Bill was $3k. Again, got reimbursed by 1300insurance without any delay or questions.
My ...dog is now 5 yr old and I have told my story to all my friends. a pet insurance is a must have. 1 claim would get all your money back. and this 1300insurance is a good option to choose if you haven't got any in mind. fast claim experience, quick phone response, easy to understand statement premium rises too much every year. (20% increases last year!)
A very competitively priced product that met my needs and I really like. I liked being able to buy online and found it very easy to understand, not over complicated at all.
Easy to understand and easy to buy. One of those things you hope you ever need but good pet insurance is worthwhile. One of the most competitively priced for my needs.
Made me think of how I would act if my pet was sick - which I didnt want to do!
Good. Happy with the cover for the price. Best of all the quotes i got when I searched online. Most insurers dont offer cover for pets over 5 years old, 1300 Insurance offers cover up to 8 years I think
Good service - received a response to my question strait away. I havent experienced any problems the few times I have called.
Would be good to cover animals other than dogs and cats.
|Category||Pet Insurance||Pet Insurance|
|Annual Benefit Limit||$10,000||$15,000|
|Amount of Vet Bill Covered||Up to 75%||Up to 75%|
|Minimum Pet Age||8 weeks||8 weeks|
|Accidental Injury Cover||Included||Included|
|Illness Cover||Not Included||Included|
|Routine Care Cover||Not Included||Included|
|Tick Paralysis||Not Included||$500|
|Emergency Boarding Fees||$500, $20 per day||$500, $20 per day|
|Cooling Off Period||21 Days||21 Days|
|Cruciate Ligament Conditions||$2,600||$2,600|
|Waiting Period for Illness||Not Included||30 Days|
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