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Review of Asda Pet Insurance

Submitted by Ian Mcdougall
Review Added: 19/11/2010 - Visitor Rating: 4.33 4.33 (3 votes)

Review Categories:
Pet Insurance

Customer Review Comments:

I have insured with Asda for several years.  This year in June they changed insurer from Allianz (which had been good) to QBE Europe Ltd administered by an outfit called BDML Connect Services Ltd, who are abysmal.

We needed to make a claim in August and it took 3 calls over 3 weeks just to get a claim form. Very sadly in September our lovely 9 year old Newfoundland collapsed and we had to let him go. The subsequent claim was paid, but we then received a letter on 27 October telling us that we had to pay the next 8 months premiums [in one hit] even though there was now no longer a pet to insure, and obviously no insurable risk for them.

We went away then for 10 days and upon return on 14 November there were 2 further letters awaiting us demanding payment with the second having added a surcharge of £25 and telling us that it was being handed to a debt collector.

I called their help-line and was dealt with courteously, but when put through to their credit control department the attitude could only be described as odious in the extreme.

I subsequently went back to their help-line/sales dept as I refused to deal with staff with such appalling attitude, and paid up having got them to remove the arbitrarily and unwarranted surcharge.

If that’s Asda price you’re welcome to it.

Good Points: They answered the phone
Bad Points: You have to continue to pay if your pet dies.
Customer Service Rating: 1/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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Sorry about your dog. However, I think you are being unreasonable expecting any insurance company to waive the remaining premiums but still pay you out!
Comment by SG
Date: 17/11/2011

You have complained about a point that is clearly set out in ASDA's policy. If you weren't happy with the details of the policy then you shouldn't have bought it - if you were, then don't complain about having to comply with the details of the policy. I just got a quote for superior level for my 9 month old Spaniel and its 176 per year which is less than the purchase price for him. If your pet does die, then you are paid the purchase price by ASDA, which in most cases would cover most of all of your outstanding payments for the rest of the year (I'm going by current dog rescue prices and private ads prices).
Comment by nicojo
Date: 26/5/2011

I have had to make a claim, it took 3 calls to get a claim form. They claim to have returned it to me on the 7th March, miraculously it turned up on the 21st March. Another two calls because I paid out 440 pounds in February, the assessors are behind and will deal with it soon. I have yet to receive any money and will not be using them again.
Comment by Sue Chatten
Date: 16/4/2011

I am not satisfied either with the way I have been treated whilst trying to obtain a claim. I have made numerous calls regarding my claim and was told a manager would get back to me in 48hrs. I am still waiting after 4 days, this led me to sending an e-mail which would be answered in 48hrs and after 3 days I am still waiting. I have now written to the manager at customer services department. I live in hope of the issue being resolved soon. This has been ongoing since 14th of January.
Comment by mcopeland
Date: 20/2/2011

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The comments in this pet insurance review are the opinion of Ian Mcdougall 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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