1 reviews | Active since Jun 2012
No feedback and NO settlement in OVER a month.
We have 3 cats insured with Petsure. On the 12th of February we took the youngest to Rivonia Village vet because he appeared to be ill and had a runny nose and eye. The vet saw the cat and provided medication. We were also told to follow up in a few weeks. I submitted a claim on the 26th of Feburary for R947.00 along with all the required documentation. I have had ZERO feedback so far on this claim!! Not one phone call, email or SMS! <br> We again took the same cat for his follow up on the 5th of March. I again submitted this claim of R680.50 and have also have ZERO feedback! Not a phone call, email or SMS! I have called Petsure many times now and their excuse is that because it's our first claim they need to get a report from the vet. <br> <br> I am quite certain that it does not take well over ONE MONTH to get feedback from a vet. The vet has always been very proactive and helpful when dealing with us directly. I therefore find it HIGHLY unlikely that the vet is causing the holdup!!! <br> <br> This is the worst service I have ever experienced from an insurance company. If you can't even authorize or feedback on 2 small claims of less than R1000 each then how can you be trusted with a large claim!
It is the requirement of the client to submit a full vet history with their first claim.
This is mentioned in various documents including the Policy Document and The Claims Protocol which are sent to clients at the time of joining. They are also available on the website, as well as on the actual claim form which is submitted with every claim. Incomplete submissions result in delays in processing of the claims as we need to follow up with the vet on the client's behalf.
The vet history was only received from your vet on 14 March so there was nothing we could do until we received this information. Once we received the history, it needed to be sent to the Underwriters resulting in further delay.
An email was sent to you on the 24th March explaining how your claims had been processed. As per a telephonic conversation with you on 30 March, you said you did not get this email but acknowledged that you had been having problems with non-receipt of your emails recently.
Kind Regards
The PetSure team
It is the requirement of the client to submit a full vet history with their first claim.
This is mentioned in various documents including the Policy Document and The Claims Protocol which are sent to clients at the time of joining. They are also available on the website, as well as on the actual claim form which is submitted with every claim. Incomplete submissions result in delays in processing of the claims as we need to follow up with the vet on the client's behalf.
The vet history was only received from your vet on 14 March so there was nothing we could do until we received this information. Once we received the history, it needed to be sent to the Underwriters resulting in further delay.
An email was sent to you on the 24th March explaining how your claims had been processed. As per a telephonic conversation with you on 30 March, you said you did not get this email but acknowledged that you had been having problems with non-receipt of your emails recently.
Kind Regards
The PetSure team