More Than Pet Insurance

[JohnK]

We recently changed Insurers from Sainsbury to More Than, but I made sure the two overlapped so we were always covered. On 16th July I noticed a lump on Rosie's leg and immediately took her to be examined. It was thought it may be cancerous and we were advised to have it removed immediately, which we did.

We didn't see our normal vet as she was on holiday and the vet we had booked to see was on an emergency. I explained to he that we had just found the lump, but had also just changed our insurers, unfortunately she wrote down in the notes that we had noticed the lump two weeks ago, when in fact I said we had changed insurers two weeks ago. As a result, MoreThan refused to pay out, even though the vet has written to them to advise she may have misheard me.

So, today, I emailed the CEO of MoreThan and very soon after I had a call from the Executive office, a very nice lady said she would look into it and did indeed speak to the vets who confirmed I only contacted them on 16th July.

This afternoon she was on the phone to me when I got an email from the claims department turning down my claim again. She said ignore it and she would speak to me tomorrow, but I was so angry and just said " Forget it, the decision has already been made." and put the phone down. Yes, I know not very clever, but I was so angry 

I have now again written to CEO detailing all that has happened to date and hope he will sort it. They even told the Executive lady they had written to me on 23rd August, but I only got a text from them on 22nd August to say they would write to me in 5 to 10 days and I still haven't received it!!

I have spoken to the vets again and I think they have something in mind to help out, but I have now had a quote from Pet Plan, which whilst it is 50% more (£65 for all three), I would rather get my premiums refunded by More Than and switch to Pet Plan

[wendall]

John don't give up. They are very quick to take your money, but then try not to pay up! You know you`re right so just keep on fighting. I know you started a thread about the lump, maybe you could try to print this off if there is any pertinent information on it ( just a thought ). Wendy

[JohnK]

MoreThan have come back and offered to cover the claim on an ex gratia payment, but I have turned this down as they are basically saying they don't believe me and are only offering it as they realise their customer service is so poor. I am reporting them to Financial Ombudsman

[Holly Berry]

I'm getting more and more disillusioned with these insurance companies. I see the BBC is showing a series on fraudulent insurance claims. Perhaps they should make one on, imo, the "fraud" of the insurance companies, who are all too willing to take premiums and then refuse to pay out 

Hope you get it sorted to your satisfaction John.

[JohnK]

I have now switched back to Sainsbury who are now underwritten by Alliance, £61 per month for all 3.

[Patp]

I have now switched back to Sainsbury who are now underwritten by Alliance, £61 per month for all 3.

I am with Sainsburys (although no experience of making a claim), I was going to switch this year as they were until recently underwritten by Axa,  but I have received a letter to say they are now with Alliance so will probably stay with them.

[JohnK]

They are the people who do Pet Plan

[JohnK]

Here is the latest communications I have had with MoreThan NewReply, I will never use them again!!  

Appalling Service‏

Actions
John Kennedy16:13
To: simon.lee@gcc.rsagroup.com, janine.ellis@uk.rsagroup.com

 

Simon

After all the previous emails passed between us, I got the following email from Janine, which I think is absolutely disgusting.

Even though she acknowledged that an error had been made on behalf of the vets, she was only prepared to offer an ex gratia payment, which I declined as it was implying she did not believe my case. Sainsbury's  have confirmed that Rosie was covered by them until 6th July,so if I had noticed the lump on 2nd July, which is what the vet had indicated, I would have been able to claim from them.

The fact is, I noticed the lump on 16th July and took her immediately to the vets.

she is now indicating that she will only refund the payment taken from my account today and I will have to wait for 10 working days for it to be refunded. If I do not have a full refund of ALL my payments confirmed by lunchtime on Friday 4th October, I will without further notice issue a small claim in the County Court. I realise I am unlikely to win against the might of a company like yours, but it will cost you more than the amount I have requested be refunded. It is not the money I am fighting for here, it is the principle.

"Actions
Janine Ellis (janine.ellis@uk.rsagroup.com)Add to contacts15:36
To: jmkenn451956@outlook.com

Dear Mr Kennedy

Thank you for your emails to Simon Lee today.

I can confirm that I've spoken with our Pet Sales & Service team today to let them know that you wish to cancel your policy.   
They have noted your request to cancel the policy with immediate effect.  As you pay monthly and an instalment was collected today they will arrange to refund this payment to you.  The payment will be returned to your bank account and will be with you in the next 7-10 days.

Yours sincerely

Janine Ellis
Complaint Specialist , RSA
Operations Development
1st Floor, Bowling Mill, Dean Clough, Halifax, HX3 5WA
Tel: 0800 107 6161 / Internal 159316
Email: janine.ellis@uk.rsagroup.com
Please consider the environment - Think before you print

RSA -The UK's first carbon neutral insurer"

Regards

John

[wendall]

Well done John, Daniel and Goliath springs to mind!! Keep up the fight

[SophieBlueRoanLover]

Oh John, don't get me started on how awful and incompetent and unfair pet insurance companies are! Axa's motto (online) is "Redefining Standards" - oh, and how! Redefining them to unspeakably awful!

Sounds as if More Than> is pretty poor when it comes to customer service (although it looks as if it's Royal & Sun Alliance (RSA) from their emails).

[JohnK]

They have given me what I asked for and due to their incompetence, another £44 on top.

Allianz seem to be very keen on pet insurance and are now underwriting Sainsbury and Pet Plan and not sure if any others

[wendall]

Well done :clapping:x