Why I gave up on Petcover and Petplan policies

For anyone who has an older dog, Janet Fife-Yeomans’ pet insurance story is a warning that loyalty counts for little and always read the fine print.

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The world’s smartest West Highland White Terrier — who lives with me — has been constantly insured with Petcover since she was eight weeks old. That’s what a sensible dog owner I am.

You would think that would make sure that whatever illnesses my Westie, who is called Hinnie, had would be covered — for life. Well beware.

When I lodged a claim late last year I was told that at the age of 12, did not have life cover. That any illnesses would only be covered for one year and after that the policy renewed.

Anyone with an older dog would know that few insurance companies will cover them from scratch after the age of nine when the premiums shoot up, which is why I stayed with the same insurer, paid the soaring premiums, because I wanted her to remain covered for life.

Petcover is owned by the same people who own Petplan. Their directors are the same Victorian couple.

They said Hinnie had never had life cover. That it was an “economy” policy for 12 years. Bunkum.

As someone who keeps all correspondence, I checked my previous policies and there is no mention of “economy”. In fact they had paid her claims for the one constant illness she has had.

It changed when she was nine. I was never offered a different policy and just paid what they asked. Silly me — I should have read the small print. Sure enough, the policy then suddenly changed to “economy” although they did not give me the choice or even asked me. They could probably have milked even more money from me because I presume their “life cover” would be much more and I would have been willing to pay for it.

Hinnie the world’s smartest West Highland White Terrier.

I am writing this because I am angry. I feel ripped off. So much for loyalty. I have had three dogs insured with Petcover and while their administration is shocking and they have lost details of two of those dogs over the years (until prompted with a flurry of documents) they have never before claimed any of them did not have life cover.

I guess it is also a warning to everyone to read all the small print — however tiny it is.

Online, Petcover now offer four different policies and make it clear that “economy” does not offer life cover. They did not have those choices when I took out Hinnie’s insurance.

So Petcover lied about Hinnie never having had such cover. I have argued but they have refused to accept that they are incorrect. I have cancelled the policy and plan to complain to the Ombudsman as a matter of principle. As for Hinnie and my other Westie, Cannie, I have found them another pet insurance company that covers dogs over nine for illnesses. Of course it is not retrospective but it is the best I can do now.

I have given up with Petcover and Petplan. Totally.