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COMPLAINTS

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.

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 resolve the problem as quickly as possible.  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.

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

Please quote your policy or claim number in all correspondence. 

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 dispute with regards to 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 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 the outcome then you can take the case further through independent arbitration.

If your complaint is regarding a claims outcome (such as a decline or partial decline) or the cost of your premium then contact:

Office of the Arbiter for Financial Services
1st Floor,
St Calcedonius Square,
Florina,
FRN 1530 Malta

OR telephone on
+356 21249245 (overseas call charges apply)

OR email to
[email protected]

www.financialarbiter.org.mt

If your complaint is regarding the sale or servicing of the policy or the service you received by us during the handling of a claim, then contact:

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London E14 9GE

OR telephone on
08000 234 567 or 0300 123 9123

www.financial-ombudsman.org.uk

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 Ombudsman Service. In such cases you will receive guidance from staff at the Ombudsman about your options, or you may wish to seek your own professional or legal advice. The Financial Ombudsman Service would expect you to have had a final response from Vetsure before they accept your case, so please obtain this before approaching them.

Referral to the FOS or the Office of the Arbiter for Financial Services does not affect your right to take legal action against us.

An alternative option if you bought your policy online:
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to an Alternative Dispute Resolution (ADR) entity which will handle the case entirely online and will reach an outcome in 90 days. The web address for this Online Dispute Resolution Service is https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage). Please quote our email address which is [email protected]  Please be aware that the ADR entity will only be able to consider your complaint after we have had the opportunity to consider and resolve this.

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