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Review of Halifax Pet Insurance

Submitted by Chris
Review Added: 8/9/2011 - Visitor Rating: 0.00 (0 votes)


Review Categories:
Pet Insurance

Customer Review Comments:
In June 2011 my dog developed an ear problem. We could not get through to the call centre two evenings on the trot. We left a voicemail for a claim form to be sent to our house. It took 4 weeks to get the claim form sent after chasing them up!!!I have paid up to £600 up front of my own money

Eventually, the claim form went in for £500 in the middle of July (£100 excess) to be processed. It was sent back 2 weeks later to say there were no vet medical history notes for the dog. The notes were on the back of the claim form they returned, they either just didnt look or where stalling me. The vet sent the claim form off again and they received it on the 4th August.

We were told it will be 5-10 days to be paid. I haven't had anything for over a month. Each week I phone and I get more or less this script... "We received your claim on the 4th of August. Our assessors are behind but are currently up to claims received on the 3rd August. Yours will be next." On 3 separate occasions I was told this exact script until I twigged. The agent then told me they are weeks behind!!!!

I have tried to complain. I try to call the customer service contact centre but I am greeted by a 'Queue buster' who advises to call back or they will call me within 2 working days!!!!! Tip...phone again if you are lucky you may get through to an agent and not end up in the queue busting call tree.

The truth is that they are struggling to process claims, either there has been a dog flu pandemic (NOT) or they have changed the way they handle their business or reduced staff numbers.Feel sorry for the staff really because they must get the brunt of it

Awful experience and will take my custom elsewhere.....once I am paid

Good Points: Reasonable Premiums price
Bad Points: Customer Service , getting your money back
Customer Service Rating: 2/5
Value for Money Rating: 3/5
Overall Rating: 1/5
Made a Claim? Yes
Recommended? No

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The comments in this pet insurance review are the opinion of Chris and do not represent a positive or negative judgement by UK Insurance Index of the pet insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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