‘Direct Line charged me ₤ 700 to guarantee my dead cat’

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Dear Katie,

My precious Bengal cat, Dexter, got struck by a vehicle and passed away quickly in May in 2015. I was ravaged. I had actually secured Direct Line animal insurance coverage for him, which covers the expense of animals associated with this kind of roadway mishap, so I contacted us and made an effective claim. It included some telephone call and me offering proof of his death by e-mail exchange.

At the time I keep in mind being ensured that they would eliminate my cat from our continuous insurance coverage premium, which likewise guarantees our vizsla dog. Around 18 months later on I observed that our animal insurance coverage payments were incredibly high (around ₤ 120 a month). This was double what I anticipated to spend for one animal.

I telephoned Direct Line and found that Dexter was still on the insurance coverage schedule and had actually continued to be guaranteed all this time after his death. When I found this I presumed it was an administrative mistake and requested a refund of the ₤ 680 I had actually been charged considering that his death. The reaction from the call centre handler was that they would require to listen to the calls around the time of the claim when he passed away to confirm that I was informing the fact. This was a couple of weeks earlier and no one has actually returned to me considering that.

Aside from the absence of level of sensitivity around the loss of my cat, Direct Line was totally familiar with Dexter’s death, as I had actually made a claim and they have the complete information on record.

My grievance is not a lot about the mistake however the stunning mindset I got to my ask for it to be remedied. I have actually been a Direct Line consumer considering that 2014, however this is the final stroke. It has actually lost a faithful consumer for excellent.

— LD, through e-mail

Dear reader,

You purchased this lovely Bengal kitten to overcome the distress of losing a previous cat, who had actually passed away of old age a couple of years earlier.

You called him Dexter and he ended up being understood amongst your buddies as the “James Dean of felines” thanks to his risk-taking behaviour. He was a roamer, you state, who enjoyed to take himself off on experiences to locations he ‘d not yet been.

Regretfully it appears it was this strong character of his that resulted in his terrible early death, aged simply one.

You got a telephone call from Battersea Dogs & & Cats House asking if you had actually a cat called Dexter. Yes, you stated, with an inkling you will get problem. You were.

You were ravaged to be informed that somebody had actually handed in his microchipped body.

I was so sorry to hear you needed to bid farewell to him after such a brief time together.

Direct Line was actually kind to you at the time, you state, however this individual you spoke with more just recently upon understanding you were still being credited guarantee your dead animal totally did not have compassion. The method it was managed included considerably to your distress, you state, which I can totally comprehend.

As an animal insurance provider that routinely handles individuals whose precious animals have actually passed away, Direct Line should be aware of this.

Gladly, when I got included Direct Line rapidly apologised and reimbursed your ₤ 700. It likewise paid you an additional ₤ 150 as a goodwill gesture to help offset the distress triggered.

You’re delighted with this and state you will stick with Direct Line for your dog’s insurance coverage.

A Direct Line representative stated: “Sadly our consumer’s information were not upgraded following the terrible loss of their animal cat.

” We have actually apologised to the consumer and reimbursed all premiums that were taken in mistake following the death of their cat.