I switched from my previous insurance company to this one for pet insurance. I subscribed to the reduced waiting period option, which they stated would be 3 days instead of 30 days. However, they did not specify that this reduction only applied to accidents. For illnesses, the waiting period is reduced from 60 days to 30 days.
Unfortunately, my dog caught a virus during the first month. Technically, this is considered an illness, but logically it was an unexpected event, similar to an accident. Customer service initially agreed that it would be treated as an accident. However, after I submitted all the required documentation and waited a month, with multiple calls and emails back and forth, they refused to reimburse me. They relied on the clause stating that the condition occurred within the first 30 days and pointed out that the information I had received from customer service was incorrect.
I questioned the logic behind these terms and conditions, explaining that the purpose of a waiting period is to prevent customers from taking advantage of the insurance company due to a pre-existing condition during the first 30 days. I also mentioned that a commercial gesture regarding the amount I paid (€500) would be highly appreciated. They simply referred me again to the terms and conditions.
I am very disappointed and will start looking for a new insurance company.
Claim your business profile now and gain access to all features and respond to customer reviews.
