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To have the red hot rage with More Than pet insurance.

(17 Posts)
MatildaTheCat Fri 13-Jan-17 17:31:09

So angry I could explode. I will try to be succinct yet not leave out any important information.

For the first six years of our dog's life I had a policy with More Than. Each year the premiums crept up despite no claims which I understood sort of ( though 2-5 is hardly an old dog). In his sixth year he needed a very minor operation which ended up costing about £500 so I put in a claim.

In January 2016 the policy was due for renewal and they doubled his premiums to £50 a month so I shopped around, found a much better deal and phoned to cancel the original policy.

Fast forward to January 2017, I receive a letter from More Than thanking me for renewing my policy and my new monthly payment will be £58. Feeling very puzzled I phoned and was told quite matter of factly that oh dear, yes you cancelled, no we didn't action it so I'd had £600 taken from my account over the last year unauthorised.

The young man said he would investigate and get back to me at Wednesday lunchtime which we both agreed. No call. So yesterday I called again and a more bored woman may exist but I haven't met her young woman said 'oh, yeah, it's all be sorted, you'll get the money in 3-5 days.' Then she asked if she could help with anything else and I said yes, how about finding out about why this happened, apologising to me and compensating me for effectively stealing £600 from me. I was clear this wasn't personal but aimed at the organisation.

She says if I want to complain I have to in a letter and there is no alternative. I ask to speak to a manager, she goes away for a tea break and comes back to say I will be called back in 24 hours. Guess call.

I'm furious at this sloppy attitude. A letter came today saying my policy was cancelled. Err yes, a whole fucking year ago. So they are paying me back but surely I'm owed a sincere apology at the very least?

Just for the inevitable question, why didn't I notice? Because the payments are from a bills account with multiple direct debits and made to Sun Alliance which I mistakenly thought was DH's life insurance.

TheGirlOnTheLanding Fri 13-Jan-17 17:35:08

That's shocking. I would definitely be putting your complaint in writing, and mentioning taking it further (are insurance companies covered by the Financial Ombudsman?) Insurance companies seem to be very adept at taking your money and less good at paying out, but continuing to take money when you've instructed them not to is fraud, surely?

fiorentina Fri 13-Jan-17 17:36:18

It's annoying but it's being repaid and I think and apology is all you will get. You haven't mentioned you have incurred any specific loss to be compensated for? E.g. Overdraft fees?

It's frustrating when companies are sloppy but sometimes you have to let it go for your own sanity I think.

thewavesofthesea Fri 13-Jan-17 17:38:28

I had similar happen with a phone company (looking at you Vodafone!) I ended up going through the telecommunications Ombudsman after weeks of arguing on the phone with them. They got it sorted in a couple of weeks and I got my money back almost straight away.

reallyanotherone Fri 13-Jan-17 17:39:39

I would at least tell them they owe you interest. Even the hmrc pay interest if yoir account is in credit.

Write and ask, if you don't get it, nothing lost?

MatildaTheCat Fri 13-Jan-17 17:40:55

Fiorentina an apology is all I truly expect but I cannot believe that I have to make a fuss to get that. I haven't suffered any loss but they don't know or care if I have or not.

TheGirlOnTheLanding Fri 13-Jan-17 17:41:25

Just checked: they are covered by the Financial Ombudsman but they have 8 weeks to sort it out. If you've not been refunded by then I'd submit a complaint but I bet telling them you will complain to the ombudsman will speed up their response.

takesnoprisoners Fri 13-Jan-17 17:42:52

That company is still in the middle ages! Get on Twitter and FB and review them and warn the other customers.

Harree Fri 13-Jan-17 17:48:50

I had a MoreThan policy for both my dogs a couple of years ago. The policies were about £20 each initially creeping up over 8 years or so t about £40. Then they sent renewal quotes of about £100 each. (£120 for the slightly older by one year dog)
When I got in touch to complain find out why, I was fobbed off with promises of phone calls back, escalations to managers, escalations to complaints etc. Long story short, the financial ombudsman agreed with the hike but MoreThan (or whichever company bought it (Agria?) were blasted for giving us the run around. We were given a free month as compensation but ultimately cancelled our policies & took the risk to be uninsured. One of our dogs died anyway while we were arguing about it & our other dog is an old lady now so likely her next vet trip will be her last.
Send a letter asking how they're compensating you & if they don't offer a satisfactory conclusion, ask to be referred to the FO.

MatildaTheCat Sun 15-Jan-17 13:06:26

I'm not on Twitter but could write on FB. Does that get their attention? Never heard back from them and so cross I have to chase them for an apology.

I can't write all that OP there, how to précis?

Cherrysoup Sun 15-Jan-17 13:33:12

Just say you cancelled your policy a year ago but discovered that they had still taken out money. You don't need an essay. It's a bit pointless moaning on the Facebook page, they can just delete it. You'd be better off going through the ombudsman.

PeridotPassion Sun 15-Jan-17 13:44:34

I bet telling them you will complain to the ombudsman will speed up their response

I investigate complaints as a job (for a bank). Every other complainer states that they will contact the Ombudsman if they don't hear by XYZ/if they don't get £X's a regular occurance now. It makes no difference at all - the company has 8 weeks in which to investigate before the FOS will touch it, and anything before then referring to the FOS is an empty threat which bears no weight and doesn't influence the complaint handling at all.

catwoman0815 Sun 15-Jan-17 13:48:57

how on earth can you miss that you kept paying for a whole year.

Do people not check their accounts anymore or have too much money. I'd certainly would struggle to pay all my bills with that kind of amount missing every single months shock

You should have notice in Jan 2016!

Mermaidinthesea Sun 15-Jan-17 13:52:50

You wait until your pets get old. i am stuck with them due to a pre-existing condition. The excess is now £150 as my cat is over 10 and I have to pay 10 percent of the treatment which has run into hundreds this year.

QueenofLouisiana Sun 15-Jan-17 14:01:24

Try contacting them in an emergency at the weekend. Nope, not after 4pm on a Sunday. How dare your pet have an accident then?

Oh, no you can't claim the money you've spent back- we didn't agree it because we were closed. Apparently you should leave your dog paralysed and wait until morning to agree treatment.

We are no longer insured with MT.

AverysillyoldHector Sun 15-Jan-17 14:14:54

I've emailed Chief Execs in the past. For example, the CX of Boden, he emailed me back within the hour (it was a Sunday) and a resolution to their multiple cock-ups was put in place on the Monday. Might be worth finding an email address?

thetemptationofchocolate Sun 15-Jan-17 14:18:35

I had a similar experience with Direct Line once, only it was just one payment. They lied to me on the phone also and tried to make out it was all my fault. I will never use them again.

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