Insurance company failed to collect direct debits.

[ilovemydogandMrObama]

Our dogs are insured (well, thought we were ) . I called them a few days ago to find out the process for making a claim, and was assured we were insured and they explained the process.

Called yesterday and found out they hadn't been collecting the direct debits . Spoke to a claims supervisor who after investigating, found that it was entirely their fault due to the sales department. Fine.

They are trying to re instate our policy, but am wondering whether we will have to pay for the direct debits they failed to collect?

Why didn't you realise? Don't you check your account?

I would imagine you will have to pay the back premiums. You are lucky they are still going to pay out. They could say as you haven't paid you aren't covered- they didn't collect the premiums but you obviously didn't check.

Do people really check every single one of their direct debits every month?

Yes, you will have to pay for direct debits they didn't collect, but as you are making a claim you are probably still better off overall.

Thanks Tallulah. Whether or not I checked isn't the issue and I really didn't come here for a telling off. It was their fault and they have admitted it. Was wondering whether the direct debit scheme prevented failed direct debits from being collected all at once. Yes, we will be better off rather than having to pay the vets bills, but wasn't expecting to have to find a lump sum.

All the direct debit guarantee says is:

• you will be notified in advance if the amount or payment dates change
• you can cancel a direct debit at any time
• if there is a mistake you will get a full refund of the amount paid

In your case there has been a mistake but the amount paid is zero, so there is nothing to refund.

If it is going to cause you a problem I suggest you ask the insurer about spreading the outstanding payments over the remaining life of the insurance rather than collecting them all in one go. They may be willing to allow you to do that.

When you speak to the insurance company make sure you note times, dates, who you spoke to. I have no trust at all in insurance companies and keeping records is a good idea anyway. They could easily deny liability and you would be stuck paying the vets bill.

And make sure you don't call on an 0800 number - they are virturally untraceable and they can deny you ever called - far fetched - no it happened to me