A Guide to Pet Insurance (for cats): Part 6 - Complaints
Despite popular misconception, the vast majority of claim advisors are much happier to see a claim paid out than to see it declined but unfortunately not every claim will be successful. Try to keep in mind that there is a policy document and the advisor who has the unfortunate task of turning down your claim will probably not feel very good about it. I still remember a conversation I had with a customer who was perfectly pleasant as I had to explain that we couldn't cover his claim and then just ended the call 'Okay, well thanks very much for your help and I hope you get a life soon'.
The best way to deal with your insurer is to remain calm and polite: shouting, swearing or being aggressive makes it very difficult for the advisor to deal with you and if they’re struggling to remain composed in the face of abuse, it makes them less likely to be able to focus on your predicament. If you've been given information or a decision that you find very frustrating, consider ending the call and making a few notes before calling back or writing a letter. That way you'll be able to cover all the points you need to without your anger getting in the way.
If your complaint is regarding the way you've been dealt with, try to provide specific examples about the ways in which you feel you've been let down. Try to not to get carried away with emotive language. It's fine to explain that you're unhappy or that you feel you've been let down but it's very difficult to answer a letter if it just consists of pages of ranting. Set out your concerns, what you would like to have been done differently and what you would like to be done to resolve the complaint.
If your complaint is regarding a claim decision set out the reasons you think the insurer is wrong in the decision they've made. Again, try to avoid being too emotional. You can talk about your disappointment at the decision but you need to justify why you believe their decision is wrong. What evidence do you have? Do you have the support of your vet? If it is regarding a pre-existing condition, why do you believe that this is a new condition or unrelated to a previous decision? If they've refused to pay for something you think was essential, such as hospitalisation, emergency out-of-hours treatment or a home visit, write to them with the reasons that this was necessary and - if you can - provide a letter from your vet in support. It's probable the insurer will contact the vet surgery to query how necessary things like hospitalisation were before making a decision but it doesn't hurt to be thorough. Just check with your vet whether or not they'll be any charge for any letter they write, however.
Mark your letter 'complaint' and send it recorded delivery. You should receive, at the very least, an acknowledgement within 5 working days and within 20 working days you should have either a final response or a written response which explains why a final response cannot currently be given and gives a timescale for when you will receive it. You should also receive a copy of the Financial Ombudsman Service (FOS) leaflet so you know who to refer your complaint on to if you are still not happy with the outcome.
Don't forget, even sending a thousand letters may not lead to a change of decision or the outcome you were hoping for. It is important to be realistic but at the same time, it's also important to get answers if you feel something has been handled incorrectly. | 
