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Review of Petpals Dog Insurance

Submitted by Michelle Brown
Review Added: 28/10/2010 - Visitor Rating: 3.75 3.75 (4 votes)

Review Categories:
Pet Insurance

Customer Review Comments:

Petpals - Furness House in Surrey.

I cancelled my policy in September 2010 as my poor old dog was on her last legs and I knew the policy was no longer needed. I recieved a letter of confirmation of the cancellation.

I had to have my old girl euthanised on 7/10/10. I then received a "renewal" letter with my new monthly premiums as £69.44p. I then called, waited in the queue for 17 minutes before I was able to explain that I had already cancelled. I was offered apologies and assured that the premiums would not be taken from my account.

On 18/10/10 Petpals took £69.44p from my account. I called PETPALS and waited in the queue for 11 minutes before I was able to explain my problem. I was told the money would be transfered back into my account. I waited until the Friday (4 days) and nothing had been put into my account. I called and waited 16 minutes in the queue and was told that it would be dealt with right away. I waited untill the next Weds, (5 days later) still nothing so I called again, waited another 17 minutes plus before someone told me they would look into and call back. No one called back so I called again and waited 16+ minutes in the queue and was told it would be dealt with straight away and I would recieve a call the next day (today) to be given an update. No one has called me.

I called an hour ago and waited in the queue for almost 20 minutes before I gave up. I am totally disgusted with the treatment I have reiceved. As well as having to have my old friend euthanised I am now overdrawn at my bank because PETPALS took money from my account that they had no right to take and have done zero so far to put things right. I hope they get everything they deserve.

Good Points: None
Bad Points: Mostly everything
Customer Service Rating: 1/5
Value for Money Rating: 1/5
Overall Rating: Please Select
Made a Claim? Yes
Recommended? No

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The comments in this pet insurance review are the opinion of Michelle Brown 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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