Halifax Pet Insurance

I wouldnt recommend Halifax Pet insurance to anyone. No wonder they're discontinuing the service! My dog fell ill end of August 2011 and I duly submitted a claim within a couple of days. As of 28.11.11 Im still waiting on settlement! Ive rang Customer Services 5/6 times and get the usual flannel like, theyre behind, theyre inundated with claims but have hired more staff. Ive heard every excuse and apology so far but no cheque. Ive resigned myself that I wont ever get the monies due as Im sick and tired of ringing or waiting in a queue to query the claim.

A lesson learned!

If I knew the turnaround for dealing with claims and the pitiful maximum cover of the policy I would have gone elsewhere in a heartbeat.

Worst experience dealing with an insurance company ever. Pet was injured on Saturday 3rd September 2011, requested claim form on 5th, not received until 12th. Posted back to them on 13th September, called on 19th to ensure it had been received. Not on the system yet, and due to 'high number of claims', it wouldn't be processed until 23rd. Called on 26th September, had been received and processed but wouldn't assessed for another fortnight, due to 'high number of claims'. Called again today (Monday 10th October - 1 month after posting the form originally). They are currently assessing claims processed on 20th August 2011, so it would be a further month before the claim is assessed. Assuming claim is approved and a cheque raised straight away, I will be receiving my claim week commencing 7th November, approximately 56 days after I submitted the claim. This is not exactly within their guidelines of settling claims within 5-7 days. Absolutely unacceptable, I have written a letter of complaint and had absolutely no response. And did I mention that each time I call, I am on hold for approximately 1 hour at a time? Avoid this company and service like the plague, goes without saying I will not be renewing my policy. At a time when pet insurance is invaluable due to the economic climate, to leave customers out of pocket for so long is absoutely disgusting.

In June 2011 my dog developed an ear problem. We could not get through to the call centre two evenings on the trot. We left a voicemail for a claim form to be sent to our house.

It took 4 weeks to get the claim form sent after chasing them up!!!I have paid up to £600 up front of my own money

Eventually, the claim form went in for £500 in the middle of July (£100 excess) to be processed. It was sent back 2 weeks later to say there were no vet medical history notes for the dog. The notes were on the back of the claim form they returned, they either just didnt look or where stalling me. The vet sent the claim form off again and they received it on the 4th August.

We were told it will be 5-10 days to be paid. I haven't had anything for over a month. Each week I phone and I get more or less this script..." We received your claim on the 4th of August. Our assessors are behind but are currently up to claims received on the 3rd August. Yours will be next. On 3 separate occasions I was told this exact script until I twigged. The agent then told me they are weeks behind!!!!

I have tried to complain. I try to call the customer service contact centre but I am greeted by a 'Queue buster' who advises to call back or they will call me within 2 working days!!!!! Tip...phone again if you are lucky you may get through to an agent and not end up in the queue busting call tree.

The truth is that they are struggling to process claims, either there has been a dog flu pandemic (NOT) or they have changed the way they handle their business or reduced staff numbers.Feel sorry for the staff really because they must get the brunt of it

Awful experience and will take my custom elsewhere.....once I am paid

I have been trying to get reimbursed for 5 months now. Halifax Pet Insurance have taken forever to do anything and it feels as though you are just being given the runaround by them. The worse pet insurance I have ever had!

Made a claim in February, took two phone calls to get a claim form. This was completed by myself and the vet, and sent off immediately, then after another phone call middle of March, as still not received payment, they now want a 12 month report from the vets, but I have never made a claim before. This was sent two weeks ago, and now they are saying they have not received this, and I have go to start all over again. Really disappointed with the service, and will be cancelling the policy.

They are a very difficult company to deal with .Getting a claim form can take 3 or 4 phone calls and it can take over a month to have your claim settled.

Excellent claims turnaround, cannot fault it. Shame excess jumped from £60 to £100 in one year!

However, peace of mind that my dog is adequately covered.

Staff are always helpful and pleasant on the phone. Very easy to contact, no hanging on the phone!

I changed from E & L Insurance to Halifax Pet Insurance, mainly due to E & L appalling service. It's the best decision I made. Halifax Pet Insurance staff are superbly efficient, understanding and caring, and unlike E & L do actually answer the telephone.I made a claim on 29 May 2009 and received settlement on 10th June 2009. This is what you need when making a claim, not delays with feeble excuses, like no one to sign a cheque, computers crashed, it's in the process etc etc. Well done Halifax, E & L could learn from you.

Took out our halifax policy some time ago for my dog. In 2008 she was diagnosed with heart problems and arthritis. Initially Halifax were good, excess was £50 per condition. have made regular claims each month for medication and to start with claims were dealt with quickly, things changed slowly and now payments are slow to get back to me. Got a letter from them today saying my policy is up for renewal in june, and excess per condition will now be £100.They also put my annual premium up by £80(which i expected and can accept. What i cant accept is the excess going up midway through an existing ongoing condition, which i dont think is fair or right.They know i cant move to another insurer now( no one will take on an already ill dog) Have phoned them to complain, but no joy. Bad Bad Bad sneaky and underhand tactics.

I had two cocker spaniels insured with Halifax pet insurance and at £140 per dog (before second dog discount), the cost of £6000 lifetime cover with £50 excess was competitive.

One small claim was paid promptly without quibble.

However, the rate jumped 30% to £182, although a 5% on-line discount was available.

I asked Halifax why they had increased their charges so much and they said that, while some premiums had increased, others had decreased, depending on the breed, age and location.

Once again, I am going through the time-consuming search and evaluation process. It is unfortunate that there are so many variables which make a like-for-like comparison so difficult.

Here are some of the quotes so far:

M&S Premier £7000 cover/ £70 excess/ £215 premium

Direct Line (Advanced) £6000/ £80/ £209

Argos (Platinum) £7000/ £60/ £201

Sainsburys £6500/ £50/ £186

Pet Insurance Co. £4000/ £85 / £150

More Than £7000/ £70/ £144

Lloyds TSB £3000/ £50/ £129