Help!!! E & L . . .

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suegreenaway

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Ok I do know now never to go near E & L again but its too late now!

I had only been insured with them for less than 2 months when I made a claim, we had informed them straight away and they sent out a claim form which I and the vets filled in and sent back - I also sent my portion of the bill to the vets. This was in march, however since then the vets have faxed the claim form through another 3 times as they said they 'hadn't recieved it'!

Meanwhile I am recieving more bills from the vets and nothing from the insurance - only when I ring them up and they say oh well we haven't had the claim form - although the vets have charged me for faxing it through so it's obvious they have!

Has anyone actually had good experiences with E & L, do they pay up eventually? Do I keep persisiting? I just want to get it over and forget about it now and I'm sure the vets want their money. I can't afford to pay a £3,500 vets bill hence why I insured my horse in the first place, if only I'd done some research!

Sorry I'm rambling, just getting fed up now!
Thankyou for any advice.
 
I used to be insured with E&L AND I claimed several thousand pounds from them successfully. You must hassle, hassle, HASSLE; send LOTS of angry letters. Every time you speak to someone on the phone, take their name down and then write to the company if something they tell you contradicts something else - be it in the wording of your insurance papers, or what someone else told you. If you have to, send your claims form by recorded delivery so they have to sign for it. In the meantime, keep hassling!
 
As numerous people on this forum will say this is an all too familiar tale of E&L. You need to keep phoning them & writing to them every day. Eventually you may get paid out but in invariably takes months.

Any bills or correspondance needs to be sent to them by recorded delivery, that way you will always know that they have received your letter. Also always get the name of whoever you speak to & make accurate notes of anything said.

It may be aswell to actually engage a solicitor at an early stage & get him to write to them, hopefully that may help.

Should you actually get paid out, although they will probably offer you a far lesser amount initially, when they settle cancel the policy & sign up with some other company....any other company!

E&L advertise in every horse magasine for customers & they always give low quotes to snare people & invariably the new clients are new to horse ownership. This company has probably received more posts of a negative nature than any other mentioned on this or any other horse forum.
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And dispite what you may think from their advertising they are NOT specialist equine insurers, they will insure anything from bikes to golf clubs.
 
Thanks everyone. I will send my latest bill onto them by recorded delievery and keep persisting.
Thankyou. I can't wait to get away front them! It really is terrible how they're allowed to advertise like they do!
 
I first insured Hudson with E&L had to make a claim for an absess, sent in all the forms, aparently they had a fire so sent them in again and again and EVENTUALLY after months they paid out, now with NFU, costs a little more but no hassel, in fact each year comes down a bit.
 
I have managed to get them to pay out the full amount I claimed for but it took over 6 months.
They constantly 'lost' items that had been faxed to them from my vets - luckily the vets were very understanding as it turned into a battle of them and us. I wrote several letters of complaint and threatened to inform the insurance ombudsman. Eventually they paid up in full.
Keep at them - good luck!
 
No dealings with them but have only heard bad stories. Send a claim form with a letter stating how many times you have already sent it and say that if you don't hear within 14 days you'll contact the FSA. Send it recorded delivery.
 
You'd think from all the bad press they get from word of mouth that they would actually improve their business somehow. They must be making enough money to not do any radical changes. I agree send it recorded delivery next time. Shame you couldnt bill them for the postage though.
 
sorry but D'OH
BUT do keep HASSLING.................... solictor letters aswell can help give them a good POKE

BUT KEEP COPY, RECORD DELIVERY EVERYTHING................
 
I am insured with them and had no problems at all caliming; But.... I won't take any crap from anyone so; send them an e-mail; stress that you will not wait longer than 5 days for your money, tell them they have a bad reputaion and do they really want to tarnish it more! Be HARSH!
 
hi i was insured with E & L back in 2006/07

when i willow was pts on xmas eve of 2006 as soon as i got home i went on to the website to make a claim.

with it been the holidays i couldnt speak to them on the phone until the next day.

i spoke with them and confirmed the death..

i then waited 3 months before they payed out.

i informed my vets of this ever week and they was just fine about it.

as soon as i receieved the money i went and payed the bill off.

ii changed my other horse to pet plan.

and now the mare and foal i have insured with E&L

they do pay up but takes for ever..

lucky i have got got understandable vets/
 
I got paid out by E+L but it takes ages- I had to pay my vets bills up-front as they don't deal with E+L anymore- keep a copy of every letter/bill/e-mail sent to them - they never answer e-mails/phone-calls- In the end I wrote a letter saying the treatment was finished, and that I expected payment immediately or I would take further action - 'immediately' turned out to be about 3 months, but as soon as I cashed the cheque I cancelled the policy and went with Petplan as advised by my vets
 
We had to get the insurance ombudsman onto them. They did pay out eventually...but not the full amount (despite the fact they'd authorised everything) and becuase the vets refused to deal with them my poor mum had had to put the bills on a credit card especially and thus was charged masses of interest (I think total claim was about £3.5k). Cancelled E&L after we got cheque and went with Pet Plan who were super when Cass was PTS, and now with NFU who thankfully I haven't yet had to claim from. TOUCH WOOD.
 
Yep, definitely KEP persisting! Thery actually employ a team of 'claims handlers' whose job is to turn down claims straight away! Therefore unless you fight ti you won't get paid. To be honest i have no idea why or how this company is still running or WHY people insist on insuring with the. You have to realuise you get what you pay for I'm afraid. Most of the other insurance companies will be round about the same sorts of premiums it's just cvers will differ slightly so it's down to individual's needs as to what policy they choose.

If another quote from a company (ie this one) is sooo much cheaper this should ring alarm bells straight away in my opnion. We will NEVER compete with this company on premiums and yes we have lost policyholders in the past who were premium driven. I do feel for them cso if the worst happen that's when they will realsie what mistake they have made!

Keep at them, you will get there eventually. To be honest if I were you i would email the forms over and stay on the phone until whoever you are speaking to confirms they have received it!
 
KEEP PERSISTING its the only way with this shower. We had a similar situation a couple of years back and were nearly 9 months down the line before they actually paid up. I made a point of calling every couple of days and got the usual rubbish from them similar to yourself - hadn't received enough info from vets, hadn't received this that and the next thing although we had recorded delivery receipts etc then the best excuse which went on for ages was 'oh yes your claim is sitting on the assessors desk'!!!!!
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. Meantime we too were being charged for overdue fees etc by the vets. We were told that normally its usual to pay the vets first and then dispute the claim after with the insurance company however as we hadn't had reason to claim before we didn't know that. However sheer persistence did work in the end. I think they hope that if they make things as awkward as possible then people will give up on their claims. PLEASE DON'T LET THEM OFF WITH THIS AND KEEP AT IT!!!! XXX
 
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