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Terrible customer service; A struggle to make a successful claim
I have had pet insurance with Petcover for more than 5 years. During this time I have made 3 claims (one on my dog and 2 on my cat). In each instance the Company made it very difficult to claim. Claims were denied in each instance and it took a lot of extra paperwork and letters to the Company before payment was forthcoming. I am still waiting for the outcome of my third claim. It took 5 weeks before the Company even looked at it. Insurance should never have to be this hard!!!
they are quick to take payment for your premiums but getting payment for your claims is hard work
So very disappointed
We have been with them for a no of years and cannot get one cent back! We are leaving to go somewhere that actually will pay occasionally. All they have done is taken our money! The last thing is that our dog had a crucial e ligament replaced in right leg them went in for observation of left leg a couple of months later - they will not pay on the opposite of anything I'd legs/ears etc because they are weakened - what a load of hogwash!!! Go with anyone but this mob - they just want ure money!!!!
Can't get Claims Dept to Pick up Phone
I started to time my calls on my third attempt to get through to Claims. Wait times:
4. 35 minutes
5. 32 minutes
6. ~1hr 25min - only then I got to speak to a person.
Total wait time probably about 5 hours, every second minute a recorded message said 'your call is important to us". Annoying!
They did call me to query my claim, which was good, but communication became slighty inefficient when I had to call back.
Making a claim is not practical if you have other things to do. Honestly, I can't recall ever having to wait so long...
wont be staying...
Im sad to report that in the past two years I have had issue after issue with this company. I have been with Petcover since 2005 and always found their service to be excellent. Lately, not so much.
Though I cannot deny they pay your claims promptly (hence the 3 stars)- that is, once they bother to answer the phone or return your emails/messages (left when they dont answer the phone). Their account receipts department is pretty abysmal, it took 6 months to get them to even charge my new card after the old one expired (I had to call them ever...
Changed their terms and now refusing to pay!
After having continuous cover for our cat for a number (prior to the cat having any type of medical problem at all) Petcover then changed their policy so that each policy automatically ends after 12 months and a new policy begins. They now say that if the cat has any type of illness that it has had in the past(even if the illness occurred after cover was taken out and the cover has been continuous) that it is a 'pre-existing condition' as it existed prior to the new 12 month policy commencing. Our cat happened to have another bout of illness th...at it had also had before and so they are now refusing to pay the claim. Do not trust them - They change our policy after we had bought cover, and while the cover was continuous. They used to be good to deal with prior to new underwriters taking over Flat out refusal to pay claims since new underwriters changed all policies to be a MAX 12 months.
Cowboys - Do not use them!
We have been with Petcover for years and were happy with their service however since they altered their underwriters they have been simply dreadful. Despite paying for cover, and having proof of payment, they are stating that we were not insured at that time and are refusing payment of our claims made in that period. In addition to that we were specifically informed in a RECORDED phone call that our cover would include pre-existing conditions and later they stated that it would not. So essentially, we have paid but they claim we were not ...covered but even if we were covered then they wouldn't pay in any event (even though we had assurances prior to paying that they would). Phone calls remain unreturned, emails remain un-returned and we are at the point now of being forced to take matters further in order to be paid. This is the most unorganised and dodgy set-up and I would NEVER recommend this company to anyone. I am now out of pocket for the cost of the policy AND the cost of the vets bills, I would have been better off being uninsured. Nothing whatsoever You are paying to be ripped off!
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