Pet insurance - Policy not as expected

Based on resolver’s experience to date, if your medical insurance policy quotation is not as expected then you should contact your insurer immediately to query it. You should refuse to enter into the policy until you are satisfied that the insurance you are being sold is what you expect and meets your requirements.

If you have taken out the policy it might be worth cancelling it and starting again (within the 14-day cooling-off period offered with insurances) but check your policy for any charges you might incur. If these are excessive, or if you are outside the cooling-off period, then you should write to your insurer setting out why your medical insurance policy is not as expected and asking for either an amendment of your policy or a cancellation and refund of the costs associated with your policy. 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.

As a last resort, you can escalate your complain about the insurance you were sold not being as you expected based on your quotation to the Ombudsman, who will act as a mediator in your case.

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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