Posted on 31st May 2023 Capped Fees - Buyer beware
Since the year 2011 I have had 4 dogs insured through yourselves. Jette, Flynn, Maya and now Dan.
I've always praised your customer service, payments and claims procedure and been an ardent supporter as your policies have been fair and competitively priced.
That is until Maya's policy renewal came through this year.
I was shocked to see your list of capped fees attached to the email. This is the first time I've been informed of this and I have every document saved from emails since 2011.
Looking back through my files there is no reference to these fees until this renewal.
As a test this morning, I went on your website to re-insure Maya, went through the whole process to payment and there was no reference to capped fees.
This lack of transparency makes these policies not fit for purpose. Policy holders need to know upfront what cover they have precisely at the point of purchase.
Imagine rushing your pet to an emergency vet needing overnight hospitalisation but really worried about how you''d pay for this?
What are we meant to say to the vets, oh I can only pay £100 per 24 hour period hospitalisation? Plus how much nursing care?
On your website you state and I quote: "Simple and easy to understand" and "Peace of mind". Clearly these statements are entirely misleading.
These capped fees are hidden, I have called Customer Services about this and they stated these fees have been present for a while now so why have I not been informed on the emailed renewal/policy purchase?
The capped fees are not available to view on point of purchase on your website were not included in previous emailed Policy Documents.
These fees are (I've now found today} available to view online after the policy has been purchased. However, having only just made an account with yourselves how would I have known they even existed?
Having had no reason to make an online account with you and going from emails sent out on renewal how would a customer know these fees were there?
It's bad enough Maya's policy premium was hiked this year by such a large amount, despite no claims, without added worry on top about her cover.
I expect a full and speedy Final Response from your complaints team .
I've always praised your customer service, payments and claims procedure and been an ardent supporter as your policies have been fair and competitively priced.
That is until Maya's policy renewal came through this year.
I was shocked to see your list of capped fees attached to the email. This is the first time I've been informed of this and I have every document saved from emails since 2011.
Looking back through my files there is no reference to these fees until this renewal.
As a test this morning, I went on your website to re-insure Maya, went through the whole process to payment and there was no reference to capped fees.
This lack of transparency makes these policies not fit for purpose. Policy holders need to know upfront what cover they have precisely at the point of purchase.
Imagine rushing your pet to an emergency vet needing overnight hospitalisation but really worried about how you''d pay for this?
What are we meant to say to the vets, oh I can only pay £100 per 24 hour period hospitalisation? Plus how much nursing care?
On your website you state and I quote: "Simple and easy to understand" and "Peace of mind". Clearly these statements are entirely misleading.
These capped fees are hidden, I have called Customer Services about this and they stated these fees have been present for a while now so why have I not been informed on the emailed renewal/policy purchase?
The capped fees are not available to view on point of purchase on your website were not included in previous emailed Policy Documents.
These fees are (I've now found today} available to view online after the policy has been purchased. However, having only just made an account with yourselves how would I have known they even existed?
Having had no reason to make an online account with you and going from emails sent out on renewal how would a customer know these fees were there?
It's bad enough Maya's policy premium was hiked this year by such a large amount, despite no claims, without added worry on top about her cover.
I expect a full and speedy Final Response from your complaints team .
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