OMG!! Im sorry but I just have to complain about this out loud!!!
Some of you may remember some time ago, my beautiful baby Birman, Brandy, died from liver and kidney failure - she was only about 8 months old
It absolutely broke my heart when we found out how ill she was, so we had all the treatment that the vet suggested. Thankfully as she was insured (as are all my babies) we claimed back the cost of the treatment....well, tried to....
Anyway, all this happened at the very beginning of October (the 6th to be exact) and we are STILL waiting for the money!!!! (we are also claiming back the money for buying her - not that that is even important, but it IS part of the policy as I have the top cover) I sent off the claim form about 4 days after she died (when I had managed to get myself together enough to even compete the stupid questionnaire!), after about two weeks, we still hadn't heard from them, I must have tried to call them about 100 times on their "claim line" but just sat on hold for up to an hour EVERY time - at which point I gave up!! (bearing in mind I had to call from work as they are closed after 4:00pm!!!) Eventually I had the idea to call the "payment" line....surprise surprise, someone answered straight away...to cut a VERY long story kinda short, the person didn't have a clue what I was talking about, but gave me a "claim number" to qoute whenever I contacted them in the future about Brandy. So.......another 2-3 weeks went by, still nothing!! Again I tried to contact them through the "payment line" and they promised me someone would call me straight back - NOPE!!! By this time I am going nuts, the Vets are demanding payment, so I had to pay them out of my own pocket, while I STILL hadn't received any money! Eventually I get ONE letter (the ONLY letter I EVER got through all 6 months of this) requesting "proof of purchase" of Brandy!! (like shes a pair of shoes or something!) anyway, I sent them their "proof" straight away. Still not a word from them, not even anything saying they receieved it. More and more unanswered calls..... still nothing. A week ago now, I wrote them a lengthy letter of complaint telling them exactly what I thought of their service, warnign them that if they didn't at least contact me soon, they would be hearing from my solicitor. Have I heard a word from them? NO? Have had any kind of recognition of my letter? NO. Nothing, zip, ziltch!! This has been going on now for SIX months....and EVERY time I DO manage to contact them, I have to go over and over the death of Brandy. Well now I've just HAD enough. I will definately be talking to my solicitor.
It wouldn't be so bad, but I have ALL SIX cats insured with them, all with the top cover you can get!! Not the treatment I expect at all. I am only claiming for things that I have specifically checked to make sure I am entitled to, and now I am just sick to death of it!!
Geee's sorry this is sooo long!! Just need to vent!! UGH!!!
(the thing that really bugs me though, is that I don't give a fart about the money for Brandy - what good is it going to do now anyway?? I can't replace her... ever... I just want the money to pay the vets for her treatment!!! ARGH!!!)
Ok... I'll go now...... breathe..... breathe......
Some of you may remember some time ago, my beautiful baby Birman, Brandy, died from liver and kidney failure - she was only about 8 months old
Anyway, all this happened at the very beginning of October (the 6th to be exact) and we are STILL waiting for the money!!!! (we are also claiming back the money for buying her - not that that is even important, but it IS part of the policy as I have the top cover) I sent off the claim form about 4 days after she died (when I had managed to get myself together enough to even compete the stupid questionnaire!), after about two weeks, we still hadn't heard from them, I must have tried to call them about 100 times on their "claim line" but just sat on hold for up to an hour EVERY time - at which point I gave up!! (bearing in mind I had to call from work as they are closed after 4:00pm!!!) Eventually I had the idea to call the "payment" line....surprise surprise, someone answered straight away...to cut a VERY long story kinda short, the person didn't have a clue what I was talking about, but gave me a "claim number" to qoute whenever I contacted them in the future about Brandy. So.......another 2-3 weeks went by, still nothing!! Again I tried to contact them through the "payment line" and they promised me someone would call me straight back - NOPE!!! By this time I am going nuts, the Vets are demanding payment, so I had to pay them out of my own pocket, while I STILL hadn't received any money! Eventually I get ONE letter (the ONLY letter I EVER got through all 6 months of this) requesting "proof of purchase" of Brandy!! (like shes a pair of shoes or something!) anyway, I sent them their "proof" straight away. Still not a word from them, not even anything saying they receieved it. More and more unanswered calls..... still nothing. A week ago now, I wrote them a lengthy letter of complaint telling them exactly what I thought of their service, warnign them that if they didn't at least contact me soon, they would be hearing from my solicitor. Have I heard a word from them? NO? Have had any kind of recognition of my letter? NO. Nothing, zip, ziltch!! This has been going on now for SIX months....and EVERY time I DO manage to contact them, I have to go over and over the death of Brandy. Well now I've just HAD enough. I will definately be talking to my solicitor.
It wouldn't be so bad, but I have ALL SIX cats insured with them, all with the top cover you can get!! Not the treatment I expect at all. I am only claiming for things that I have specifically checked to make sure I am entitled to, and now I am just sick to death of it!!
Geee's sorry this is sooo long!! Just need to vent!! UGH!!!
(the thing that really bugs me though, is that I don't give a fart about the money for Brandy - what good is it going to do now anyway?? I can't replace her... ever... I just want the money to pay the vets for her treatment!!! ARGH!!!)
Ok... I'll go now...... breathe..... breathe......