I changed to Sainsbury pet insurance 11 months ago due to the excellent reviews and that they were able to pay the vet directly. Thankfully I have never had to claim for my now 8 year old yorkie so feel I was somewhat naive about per insurance processes. He had to attend an emergency vet - recommended by Sainsbury pet advice line. He then went to see day vet to follow up same issue. They diagnosed a UTI. The claim was submitted on the 16/3. Firstly, I’m aware that this is not Sainsbury’s responsibility, however, the vets in this area do not except direct payments. All information from vets were received promptly according to the portal and it stated I would hear within 5 working days. I received a message on 31/3 stating they had not received an itemised invoice from day vet and to ring to discuss. I rang up and was told that they had received everything and proceeded to talk about my dog being a high risk breed and his age and how this affects the underwriting. I asked why this hadn’t been mentioned in any documentation when I took out the policy 11 months ago. He appeared to be talking about renewal and the only information he would give about the claim was that they had received everything, contrary to the message sent 5 minutes before I contacted them. I asked how long before I hear about the claim. He stated 3 working days. Today I received an email about an ‘update’ on my claim . Logged into the portal to see a message saying they would be in touch in 10 working days with more information. I understand that claims may take longer etc due to individual circumstances etc but I’m not at all impressed with the communication or customer service. It’s also clear that my payments will be significantly higher considering that’s what the customer adviser was only interested in discussing. Think I will be setting aside money each month instead of renewing. Very disappointed in the state of pet insurance in general.
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