Lifetime Pet Cover - Alresford

ralphy

Our dog Poppy developed arthritis 4-5 years ago. Our claim was recognised as genuine and the third party admin team (Trent Services) always ensured we were paid very quickly. Arrangements have changed and for some reason the new third party is completely re-examining the claim. They have not even explained why. Our continuation claim of several hundred pounds is still outstanding from September so we are out of pocket. In addition to this, despite three requests, they have not sent a claim form for the treatment she received three weeks ago. Lifetime Pet Cover was good but is now awful.

Joe morris

Been insured for 5 years now with lifetime and had to make the odd small claim over that time. Not even close to the premiums I’ve paid. Recently had to make a larger claim of around £1000. No problem I’ve got £10k cover! However, they’ve now changed the underwriting insurer! Who after 3 emails still had not sent the claim form. 50 minutes on the phone and I finally got through to be told ‘sorry, we are a bit short staffed due to holidays’ neither the emergency vet or my local vet would deal direct with the insurer and it’s now been 2 weeks and I’ve still not been reimbursed or had any claim update! The previous underwriting insurer was much more responsive and funds paid in 48 hours! I took the cover out for emergencies and now I’m left with no money to cover my day to day living. Was not notified of the change in underwriting insurer clearly or how the changes would affect any claims. Will most probably be looking elsewhere next year if it’s with the same insurer!

John Flaherty

I can’t say enough about this company. I have had to make a few claims over the past year. They have been very quick in payment whenever I’ve had a query I’ve just rang them up and it got sorted. I didn’t have to wait in extremely long queues. I’ve found them very efficient, sympathetic and understanding. Unfortunately, my dog had terminal leukaemia. The company was good in paying out on repeat prescriptions and also paid out on her death. Thank you Lifetime pet cover for making this very difficult time as stress free as possible. I’ll be coming straight back to you when I get my new puppy in a few weeks time. ❤️?

josh hay

It has come to my attention that after being insured for the last 5 years with these guys, my dog is in there excluded list and isn’t actually covered at all, so for the last 5 years I’ve been paying minimum £300 a year and they didn’t even have the decency to notify me that my dog wasn’t covered, which could have been a real issue if my dog had in issue in that time frame. Will definetly be looking into this further it should be classed as a scam and is down right criminal!

Lisa Harper

I insured both my cats but they’ve been put on separate credit agreements with premium credit and here is where my problems began. They seem to like taking a lot of money out of my account .

viv b

I am with Lifetime Pet Cover for 2 years now, having renewed in January 2023 for my second year with them. During the renewal in January 2023 I was promised a £35 voucher as to offset part of the price difference from a market comparison and as incentive to keep me as a customer.
Since January I have been chasing regularly for my £35 voucher but yet to date, today is the 20th October 2023, I have been unable to receive it, which is rather frustrating!
The voucher was part of the renewal contract, I have never failed a monthly payment and when called, their customer service team says that the voucher release is under review by marketing. This is over 10 months and I can't believe it takes that long to release a voucher. They are very quick to take my payment but unwilling to keep their contract obligations. Today the lady who answered my call from customer service said she will raise as complaint but once again , she could not have an answer as to when this is going to be resolved. Pathetic company to be a customer of! Very very frustrating! Specially when contract obligations are not met and how to even escalate? Awful customer service!

Nancy M

I've been with LPC for almost 7 years with my dog. I've been fortunate enough to only have ever made one small claim and the whole process was very easy and hassle free - which I will give them absolute props to.

I renewed our lifetime policy a few days ago, as it renews every year, this year up 21% from last year.

We've just moved and requested the address to be changed. I wasn't contacted at all and received an automated email to say the changes have been made and my monthly payments have gone up ?... The issue I have is the lack of communication/customer service. For a long time customer I would expect a phone call to say no problem changing the address but just so your aware the monthly payments will go up to £X (making my renewal now almost 28% higher).

That payment could have been the difference between me renewing with them this year and using one of our other quotes from another company with a similar cover. I'm very disappointed. I was expecting possibly an admin fee (thinking that I was within the 14 days so I might have been lucky) but not the amount it's gone up to, especially with no communication to reflect the increase.

I also think that the preferred/recommended/main method of communication being email is still quite poor for an insurance company.

B R

My experience with Lifetime pet cover is terrible. After being with them for years my dog ran into some very expensive vet bills. Immediately the insurance didn't pay out claiming an admin mix up, eventually they refused to pay the vets bills and I am currently in disagreement with them. What's the point in paying their expensive monthly cost if they refuse to honour their agreement. I had petplan with my last dog, no issues at all, should have stuck with petplan!