brodiefender
New User
Hi everyone!
I was hoping that you could offer all your knowledge as i am absolutelty fed up. I have a very knowlegable friend that has given me some advice but i would like to consider the extent of the law before going in all guns blazing.
My horse was insured with horseinsurance.co.uk, she was only covered for public liability, death and disposal as she had a major op in 2009 and i decided that i would not put her through the anaesthesia again if something was to happen. When taking out my policy my insurance were told all of the facts regarding her injuries and didnt/havnt disputed them.
Sadly, in june 2014 I had to make the heart breaking decision to have her put to sleep after owning her for 10 years due to a horrendous bout of laminitis that onset very quickly and absoulutelty crippled her. she could hardly walk and by the time the vet had arrived i knew what her advice was going to be anyway. We followed the advice and the vet assured me that even if we were to give her £20,000 there is nothing that they could do. We dealt with the whole situation and got the papers to make a claim against the insurance and paid the vet bill off in full until we got the claim through.
The insurance revceived the claim papers in June 2014 and yet we are still constantly having to get onto them now!! They are just totally dragging their feet!
In July the insurances response was that they had requested more information from the vets as they had made a slight contradiction between the notes and the way she had filled in the form. Us chasing this went on for THREE WHOLE MONTHS! My vets have been very coherent and have a whole log of the dates they have sent the replies and yet the insurance were saying that they hadnt recieved them as in this time my mum was on the phone to both vets and the insurance tryibng to co-ordinate the safe delivery of the email!!
At long last my mum managed to co ordinate it and had to get ba member of staffs personal email and get it sent to that. they confirmed that they had recieved it after my mother demanded to speak to the same person and got them to check their email whilst she was on the phone. But guess what!?!?! A week later they were telling us that they hadnt recieved the email! Anyway my mum yet again sorted their mess.
It went to the assessors which again said that they wanted more information and it is just carrying on like this. They have all of the information that they need and yet they are still dragging their feet. At the point my mum coordinated all of the emails she put in a verbal complaint upon the phone but i have no faith at all that this will have been recorded.
This has now dragged on for 8 months and i absolutely fed up of having to be on the phone to them.
I am looking at going to the financial obudsmand but it says on thier website that you should first use the compaines own complaints procedure... we did log a complaint but it was verbally, do we now have to go and log a written complaint??
And if so i want to be able to word it properly stating any laws that they are in breach of, i read somewhere that they must pay out promptly by law, is this correct?
Am i able to just go straight to the ombudsman??
Any advice will be greatly appreciated.
P.S. I know i have broken the number one horsey insurance rule by insuring with e and l haha but i had no idea it was them until we had to start being on the phone all of the time!
I was hoping that you could offer all your knowledge as i am absolutelty fed up. I have a very knowlegable friend that has given me some advice but i would like to consider the extent of the law before going in all guns blazing.
My horse was insured with horseinsurance.co.uk, she was only covered for public liability, death and disposal as she had a major op in 2009 and i decided that i would not put her through the anaesthesia again if something was to happen. When taking out my policy my insurance were told all of the facts regarding her injuries and didnt/havnt disputed them.
Sadly, in june 2014 I had to make the heart breaking decision to have her put to sleep after owning her for 10 years due to a horrendous bout of laminitis that onset very quickly and absoulutelty crippled her. she could hardly walk and by the time the vet had arrived i knew what her advice was going to be anyway. We followed the advice and the vet assured me that even if we were to give her £20,000 there is nothing that they could do. We dealt with the whole situation and got the papers to make a claim against the insurance and paid the vet bill off in full until we got the claim through.
The insurance revceived the claim papers in June 2014 and yet we are still constantly having to get onto them now!! They are just totally dragging their feet!
In July the insurances response was that they had requested more information from the vets as they had made a slight contradiction between the notes and the way she had filled in the form. Us chasing this went on for THREE WHOLE MONTHS! My vets have been very coherent and have a whole log of the dates they have sent the replies and yet the insurance were saying that they hadnt recieved them as in this time my mum was on the phone to both vets and the insurance tryibng to co-ordinate the safe delivery of the email!!
At long last my mum managed to co ordinate it and had to get ba member of staffs personal email and get it sent to that. they confirmed that they had recieved it after my mother demanded to speak to the same person and got them to check their email whilst she was on the phone. But guess what!?!?! A week later they were telling us that they hadnt recieved the email! Anyway my mum yet again sorted their mess.
It went to the assessors which again said that they wanted more information and it is just carrying on like this. They have all of the information that they need and yet they are still dragging their feet. At the point my mum coordinated all of the emails she put in a verbal complaint upon the phone but i have no faith at all that this will have been recorded.
This has now dragged on for 8 months and i absolutely fed up of having to be on the phone to them.
I am looking at going to the financial obudsmand but it says on thier website that you should first use the compaines own complaints procedure... we did log a complaint but it was verbally, do we now have to go and log a written complaint??
And if so i want to be able to word it properly stating any laws that they are in breach of, i read somewhere that they must pay out promptly by law, is this correct?
Am i able to just go straight to the ombudsman??
Any advice will be greatly appreciated.
P.S. I know i have broken the number one horsey insurance rule by insuring with e and l haha but i had no idea it was them until we had to start being on the phone all of the time!