OMG Bloody Pet Plan

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Daphnelia

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I took out cover 2 weeks ago, got the cover note through, and felt good because we'd had so much bad luck with random injuries lately it was a releif to not have to worry. Thought it funny that the documents hadnt arrived yet and so gave them a call today, to be told my policy doesnt exist! They have no record of it, despite sending me through a cover note. They wont backdate a new policy to when I took this one out, which means another 2 weeks of no claims. They wont let me speak to a manager. Just simply refuse to beleive I took the cover out! I cant beleive this, thought they were a good company - but apparently this isnt the first time its happened and theyre having a lot of similar problems with other customers
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That is diabolical service IMO.

Send a photocopy of the cover note by recorded delivery to the Managing Director, explain the circumstances so far and ask for the policy.

Should have the desired effect!
 
Are you sure its a cover note and not a quotation?

If it is a cover note, then this is not acceptable.
 
I had almost the opposite happen with them - I wanted to insure my homebred colt, and had him valued independantly for insurance. However, Petplan wouldn't accept that valuation, so I had to produce a detailed report for them of his dam and sire competition records, as well as the valuations of all his sire's progeny that had been sold. I also had to produce a letter from the sire's owner to confirm our valuation. As he had won and been placed at county level and had his competition record we also included this. They then said our valuation was too low (was getting very cross) so we increased his valuation. He also had to have a full five stage vetting and xrays, and eventually, almost two months after first approaching petplan, they agreed to insure him! Well, they then went and backdated the policy to the very first phonecall I had made, effectively meaning that I have paid for a year and will only get ten months (if he'd had an accident in those first two months when all the paperwork was going through they certainly wouldn't have paid up!)

In your situation, the policy number should be on the covernote, and if they are denying this exists, then fax them/scan and email them a copy of the cover note.
 
Have you paid by credit card , then you will have proof but if you are trying to claim for something straight away they will check that it wasn't any problem before you took out the policy.
 
NFU are brill..... they give you a quote and if you decide to take it they backdate the policy to the quote date..... well thats how I see it.

I changed our house insurance to them in october and forgot to pay....... christmas came and OH spent some time checking finances etc and noticed that we actually didnt have any house or contents insurance in force. One quick call and it was all set up.... to the date I had asked for the quote!!!
 
It is definately a cover note, and I have emailed them a copy, but they didnt seem interested in having it. Does anybody know where I stand re cover?

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Hi don't know what cover you need but some of Shearwater's policies don't have the 14 day accident only bit once they've got all the bits & pieces needed so if you don't fancy perservering with PP might be worth giving them a call. I thought I needed TP & tack cover so couldn't get this so I've covered my tack through my house insurance & as I had TP as a BHS member this worked for me so if you're only looking for the horse to be covered they can probably help.
Bit garbled but hope this makes sense !!
 
Good idea re: recorded delivery - but am worried about being covered in the mean time. Be just my luck for something to happen while in no-mans land so to speak
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I am having bad times with PP at the mo - gave them my card details to make a payment and they didnt take it and cancelled my policy. My mare got cancer - vets bill for £2500, and they wouldn't pay out. They admit they didnt take the payment and that they had card details but still wont pay out. Big complaint with them at the mo. They used be GREAT!
 
Christ thats appalling.. I hope you get it sorted. I heard they were very good (never claimed with previous horse though) hence going with them again

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I dont think we have ever had a cover note for PetPlan dispite having many animals insured with them, theyve always just sent the certficate of insurance.

I think you need to keep phoning them and being a bit pushy, you need to speak to someone a bit further up the chain by the sounds of it.

They are going to want your past vets history anyway so maybe thats whats holding things up?
 
Pet Plan did exactly the same thing to us - except we found our horse dead in the field. We even had a policy document but they hadn't taken the money off the Credit Card for some reason so they would not pay out as they claimed we didn't have a policy.
 
I must admit to not being surprised! I took out a policy in October, lots of too-ing and fro-ing and still do not have an acceptable correct policy document yet! Am I in the mood for an argument? Perhaps I should give them another call.........
 
pet Plan are very reluctant to let you speak to anyone other than on the policy admin teams. I wrote to the CEO but still got a letter back from an administartor. the 2nd time I wrote they took over 3 weeks to acknowledge it when the guidelines say a a week and I am now waiting for their final response. If I dont get any luck - straight to the FSA cos I am not letting this go. This kind of behaviour gives insurance companies a bad name and they dont all deserve it.
 
Threaten them with the Insurance Ombudsman. Insurance companies have strict guidelines that they have to adhere to such as issuing policy documentation within a certain number of days. Copy the MD in as well.
 
I'm with Pet Plan for horse & 3 cats. They've always been okay with the cats (and even the dog - we got a refund last year when I cancelled policy as he had to be PTS).

Horse insurance is due for renewal next month - am worrying now!!! I always thought PP were the best to be insured with.
 
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I dont think we have ever had a cover note for PetPlan dispite having many animals insured with them, theyve always just sent the certficate of insurance.



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Ditto.

I have used Pet Plan for years and can't fault them
 
If a cover note has been issued then this will have a reference number on. Have you read the cover note and checked exactly what cover it says you have? Did they require any further information from you?

If it states that cover has been incepted then they will have a record of the number so don't let them tell you they haven't!

If they're being that rude though personally i would cancel all cover and go elsewhere!
 
Oh and also, if they don't have a reference of the number they are breaching FSA compliance - tell them that!
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I had problems over a claim (£5000) they weren't questioning it etc but took months to get money. Everytime I rang the refused to let me speak to someone higher. Luckily I was a VN at the time so got one of the vets to ring the vet line which was more helpfull.
I'd definatly ring them again, straight off ask to speak to someone more senior if they say no, calmly tell them that you have the required paper work and will go to the obbinsmen (sorry spelling awful!)
Goodluck
 
Whilst this was fresh in my mind I did call them about my ongoing problems - and guess what? They've only got one person in that department today so can't pull the file but will call me tomorrow...............won't hold my breath on it!
 
Insurance companies are a nightmare. I've got my hunter insured with NFU. I've just bought a 2 year old who is going to sit in the field and grow for at least a year. Rang NFU friday to get some insurance for new pony and they told me its going to cost the same as for the hunter who is at the moment out every weekend doing riding club level competitions and through the season hunts atleast one day a week. How does that work? Also they say that I can't have the new one insured for anything that isn't on hunter's policy or vice versa as all of the policies have to be exactly the same. I was going to go to Pet plan, but might do a bit more research now.
 
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