ZERO CUSTOMER SERVICE ONCE YOU CANCEL AND ARE STILL WITHIN THE COVER PERIOD

I am very disappointed in Dotsure. The service you receive once you cancel your policy and even though your claim is still within the cover period before the policy cancellation is effective is atrocious.

I cancelled my policy simply because it was not affordable in my current financial situation and was advised that my premium had already gone off for the month so I still had 1 month of cover before the cancellation was effective.

Unfortunately my bunny became ill and we had to take him to the vet. This occurred on 30 March 2024 and the cancellation was effective 31 March 2024. We were therefore still within the cover period.

I submitted my claim to Dotsure and explained what had happened and attached proof of payment of the vet invoice as well as the actual invoice. This was sent on 03 April 2024.

Nothing occurred until 08 April when I escalated, since your automatic response is "We'll get back to you faster than a Beagle can sniff out a treat!" I'm guessing this is not as quick as one would like to think.

I received 2 calls on the 09th April 2024 at 8:28 and I was driving so I could not answer. I then received an sms to say that a consultant tried to reach me, and that I should contact Dotsure via the Manage Portal (which is deactivated once you cancel your policy so is it bit redundant to tell me to do this) or call or email.

As far as I am aware, in terms of section 10.4 of the Short Term Insurance Policyholder Protection Rules, "An insurer shall ensure that where any decision has been made as to the repudiation of any claim under a policy, or as regards the quantum of a claim which is in dispute, the policyholder concerned is in writing informed of the reasons for the decision".

If my claim was being repudiated for any reason whatsoever, I should not have to continuously follow up and this should have been communicated either way via written communication.

Dotsure claims to reimburse almost all valid pet insurance claims within 48 hours of receipt of a claim. It has been 8 days since I submitted my claim with absolutely no response as to whether I am being refunded for the claim or not.

This is ridiculous and I don't believe a regulator would be happy if I reported this conduct. I guess after you cancel your policy with Dotsure their customer service just becomes non-existent because you are no longer paying a premium.