Pet insurance - Proposed settlement undervalues costs of support

Based on resolver’s experience to date, check your policy small print very carefully when purchasing cover, as often there are exclusions and limits as to what your insurer will pay out for in the event of a claim. If, for example, your pet needed follow-up treatment after a medical procedure, you might not be able to claim the full costs for ongoing treatment. Always check with your insurer before having any medical treatment otherwise may find that you are liable for any costs if they are not covered. If you disagree with the claim findings you should contact your insurer and write giving clear details of your case - such as what happened, when, and why you think you think that the particular disputed cost should have been included. Their customer services team should assure you that they will contact you within a timeframe with an update regarding your dispute. If you have any evidence (e.g. receipts and invoices) supporting your claim that the amount offered by your insurer is inadequate then you should enclose copies of these within your communications with the customer services department of your insurer. Your insurer may require that you go through a formal appeals process to challenge their recommendation as to the appropriate compensation. If you and your insurer cannot agree on compensation then as a last resort you can contact the Ombudsman, which will act as a mediator in your case. 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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