Pet insurance - Refusing claim

Based on resolver’s experience to date, your insurer refusing to pay out for claim can be a frustrating and stressful situation – especially if large sums of money are involved. You should check your policy document very carefully as insurance providers have varying degrees of exclusions that you should check before taking out any pet insurance. If you have failed to disclose any material facts your insurance may be invalid in the event of a claim. You should contact your insurer to find out why they are refusing to pay out, and should also obtain an address for their customer services, and write giving clear details of your case - such as what happened, when, and why you are disputing the payout refusal. Your insurer should be able to give you clear reasons as to why you are being refused a pay-out, with reference to exemptions within your certificate of insurance.

If you are unsatisfied with the response of the customer services department of your insurer 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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