Pet insurance - Monthly payments meant to be no extra charge

Based on resolver’s experience to date, if your monthly payments are meant to be no extra charge but it appears that an interest rate has been applied, you should contact your insurer to verify the terms of the payments. They may waiver the charges as a good will gesture. If the policy was advertised as having no monthly payments you should point this out to your insurer.

In the event that pointing this out to your insurer does not deal with the problem then you should write a formal letter of complaint to your insurer's customer service department setting out what has occurred and why you think it is contrary to the terms of your agreed quotation. You should ask that the interest payments are waived, and for any interest payments you have made to be refunded. resolver can assist you in submitting, recording and reminding you when and who to escalate to. If this does not resolve the issue then as a last resort you can escalate to the Ombudsman, who will act as a mediator in your case.

You may want to consider paying for your insurance policy in full when you first take it out. This eliminates the problem of interest being added to your payments so it’s a good idea if you can afford to do so. Be aware that insurers who don’t charge interest on your monthly payments may not work out cheaper overall or provide you with the most suitable cover. The best way to get the right cover at the right price is to compare the premiums you're quoted by providers that don’t charge you interest for paying monthly with the total cost of cover (the quote for cover plus interest) quoted by providers who do charge extra. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

You should know

• If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 6 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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