animaltrust.org.uk

avoid at all costs

I have used Animal Trust for the past 6 years and it's gone further downhill every time I've visited. I had to go in for an emergency appointment with my dog. I gave the insurance claim form to reception and paid the £7 fee as requested. I then contacted them a few weeks later to ask for an update on the progress of the claim to be told they haven't even received the claim form. They then told me I had to submit it via email which I did. The claim was eventually paid out. A few weeks later I had to order a repeat prescription which I paid for in full. I claimed through my insurance myself on this one to get the money back for the meds because my insurer doesn't require the vet to submit it for a repeat prescription. My claim was accepted by my insurer and paid out no problem. A couple of weeks later I get an email to say Animal trust have submitted a claim for a repeat prescription and that they were charging me £7 for it even though I hadn't instructed them to do so! I submitted the claim myself so didn't need animal trust to do it on my behalf. The matter had already been sorted but they randomly opened a new claim! So I tried to contact them via email multiple times as you can never get hold of anyone on the phone, all of my emails were ignored (i sent them to a working email as I have had contact with them on this email address weeks prior) I submitted a complaint and Animal Trust tried to turn it around on me saying I'd submitted two claim forms for the repeat prescription (I hadn't the two claim forms were because they hadn't logged the one I handed in to reception so I had to submit one via email for a completely different thing which had already been settled weeks before.) I was told my complaint was rejected and I owed them £7 for them submitting a claim I never even asked them to do. I appealed the complaint and have once again been ignored so I have given up and moved to a new vets. Don't let the not for profit thing fool you, the cost of treatments are double what they are at any other vets to make up for the fact that there is no consultation fee and if you have an issue you just get ignored.

Date of experience: Mar 01, 2023