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Complaints Procedure

Complants Procedure

Here at Vetsure Pet Insurance we want you to be pleased with the service you receive from us and take all complaints very seriously. If you’re not happy, we’re not happy. We will always endeavour to resolve complaints fairly and quickly.

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What’s the procedure?

Customers and their pets are at the heart of our business and our products and services are designed with you in mind. We aim to treat all our customers fairly and consistently. This doesn’t mean, of course, that things won’t occasionally go wrong. Where we are made aware that a customer is dissatisfied, we will take all the appropriate measures to understand the reasons for this and aim to resolve the problem as quickly as possible. Where appropriate, we will also implement any improvements identified to prevent the same situation from arising again.

The information below provides an overview of our complaints process and what you can expect. Vetsure will handle all complaints in the first instance. This includes any complaints relating to claim outcomes or the pricing of your policy – which we will manage on behalf of Atlas TVIS.

If Vetsure completes the review of your complaint, and you remain dissatisfied regarding the outcome of this, Step 2 of the process below provides details of the independent arbitration channels available to you.

Please quote your policy or claim reference number in all correspondence.

Step 1
If you have an enquiry or complaint you should first contact:
Vetsure Pet Insurance
Customer Care Department,
2nd Floor Titan Court,
3 Bishop Square,
Hatfield,
Hertfordshire AL10 9NA
OR telephone on
0800 050 2022
OR email to
[email protected]
Within 3 business days we will:
Acknowledge receipt of your complaint, explain how we will handle your complaint and tell you which member of our team will be dealing with it.
If your complaint is regarding a claim outcome (such as a decline or partial decline) or the pricing of your policy we will handle the complaint on behalf of our Insurer, Atlas TVIS.
We will also explain what, if anything, you need to do and send you a copy of our complaints procedure if you do not already have one.
Within 15 business days of receiving your complaint we will:
Let you know what our final response is and the reasons for this
OR
Explain why we are not yet in a position to provide a final response, provide you with an update and let you know when you can expect our final response.
Step 2 (if required)
If we are not able to provide a final response within 15 working days, and you are not satisfied with our explanation as to why we require longer, OR you are dissatisfied with our final response then you can take the case further through independent arbitration.
Please refer to https://www.financial-ombudsman.org.uk/consumer/complaints.htm where you can find full details of the Ombudsman’s complaint process and instructions for submitting your complaint for their consideration. You can also phone them on 0800 023 4567.
Referral to the Financial Ombudsman Service must be made within six months of the date of our final response.
In some circumstances a complaint may not be eligible for referral to the Financial Ombudsmen Service. In such cases you will receive guidance from staff at the Ombudsmen about your options – or you may wish to seek your own professional or legal advice. The Financial Ombudsmen Service will expect you to have had a final response from Vetsure before they accept your case, so please obtain this by completing Step 1 before approaching them.
Referral to the Financial Ombudsmen Service does not affect your right to take legal action against us.

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If you have any questions about Vetsure Pet Insurance then please feel free to get in touch with our friendly customer service team.

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