Pet insurance claim being investigated

[BuntyCollocks]

Has anyone had any experience of being investigated following a claim? We had a horrible time literally the weekend before Christmas and were told on the Monday we’d either have to pay £8k plus to have our dog put through a potentially unsuccessful surgery, or £2k to have his leg amputated.

We had a literal Christmas miracle and he spontaneously regained the use of the leg. The vet essentially has said they think he has a congenital malformation to his legs which was undiagnosed, and which as he gets older now means he is dislocating his joints, they were thinking it was something far more serious and sinister.

However, the investigations etc were hundreds, so we put in a claim with our insurer.

I’ve now been contacted by a really arsey claims investigator, and today had a letter turn up with my name as Mrs ROR first name last name - ror being reservation of rights. Actually disgusted they think this is appropriate. This states I have made multiple changes to my policy as of this Monday - which I didn’t. But my insurer will no longer talk to me and refers me to this claim lady - who sent me an email last week saying I had to get in contact within 7 days. I then phoned her every day for 5 days and sent 2 emails before she actually spoke to me (!) at which point her attitude was terrible, telling me I should “get my facts straight” and ensure I had the full history from the vet.

I’m so stressed out about this it’s unreal. Never had an issue with insurance before and we’re talking about literally a couple of hundreds of pounds when we take off the excess they’d have to pay, not thousands.

I feel like I’m being called a liar and a cheat, when all we were doing was caring for our wee dog. Unreal.

Thank you all for helping. I really appreciate it.

Hi, I’m just wondering if you managed to get this cleared up? I had a claims investigator phone me yesterday and she was so horrible, the whole thing was awful. I felt like I was in court being intimidate by a lawyer.

I put a claim in with Tesco for my dog, I accidentally put the wrong date on initially for the claim, I put August instead of November which was when the condition started and when the vets first said she needed medication. The vets put the claim
in for me and because they saw I’d put August on the form
they put in the consultation that I went to then. When I realised my error I rang Tesco up. I then didn’t hear anything from them and suddenly I have someone ringing saying they are a claims investigator and need to speak to me on a certain date at a certain time. My vets had never heard of this before either as I was wondering if it was actually a scam. I didn’t receive any written communication from
Tesco to say that they would be forwarding this on.

Yesterday when she phoned she basically said she didn’t believe a word I was saying and that if they believe I’ve committed fraud my insurance would be cancelled I’d be blackilisted from any type of insurance and I could be made to pay costs. I had let my insurance lapse for a few months as I’d had a lot going on but she didn’t believe me about that either, even though I have proof that the dogs been insured for the last 12 years with different companies and hardly a lapse without cover. This is all a genine mistake on my initial form and she made me feel like a criminal.

I have M&S - which is also underwritten by the same firm. I am now locked in a battle because they refused a claim. They say it is a pre-existing condition, my vet says it absolutely isn't.