The Green Insurance Company Pet Insurance

I took out a policy with this insurance company last year & have paid by dd ever since. When I took out the policy it came up in a search engine in the usual way with their different stages of cover i e; Bronze Silver & Platinum with different amounts of vet fees at £2000.00 for bronze etc it didn't make any obvious notes that the bronze was for accident only. I had a problem with my dog which meant I had to take her to an emergency vet who found a heart murmur, I then took her to my own vet for further tests & they discovered that she has epilepsy. I phoned the insurance company for a claim form & they informed me that my policy would not pay out as my insurance policy was for accident only & not illness. I would never have taken out a policy with accident only on it & I am sure it didn't show this on the search engine I used. Now I am stuck with a large bill & might as well have burned the monthly payment I have & still are paying!

My Mum had a policy with The Green Insurance Company for the last 4 years covering our dog. The policy cost £26 per month the first year rising to £36 for the fourth year. This year they put the premium up to £61, a rise of 69%. They emailed me as my mum has no email but I didn't see it until they tried to take the £61 from an account which only had the £36 in it for the usual amount and my mum found out what had happened. My mum paid them £1500 over the 4 years and never claimed. They do not see that emailing me is not enough to satisfy their obligation to my mum under the direct debit guarantee. My mum has never communicated with them via email. She only gave them my email address as one had to be provided to get the policy docs and direct debit form from their company.

So £1500 paid to them does not get their customer a phone call or letter telling her about a 69% rise