E&L Insurance Reviews 180

My pet insurance with E&L was super cheap, thought it better to have something in place for accident than nothing at all.

Cat had a small injury - I was hit with a vets bill.. so I submitted a claim via their claims email address and they literally just ignored it.. no confirmation, nothing.. kept chasing.. nothing

Eventually went onto their website and downloaded a claim form - ridiculously long, several pages need to be filled in by the vet (Which they'd probably charge for since it's so long) - that combined with the excess etc it's just not worth it.. I didn't bother following up, now technically you could argue that's my issue and they've done nothing legally wrong here..

Horrendous setup and I am amazed how they are still trading. Premium up 35% year on year and then adding a policy plus cover I didn't ask for. They admitted people complain all the time but they won't do anything about it.

Avoid this company!!!!
I made a claim on 14th May for my 8 years old Labrador - mainly for x-ray (Less than £500). They have immediately double my premium. I called them on two occasions query the claim. I was told that the claim has been approved but is waiting for authorization for settlement. To date, I am still waiting for the payment.
There is no delay from them to collect money from my bank account!

I made a claim in may 2018 for a leg injury. The vet left the condition as unknown but acknowledged an injury. E and L accepted the claim with in 1 week and issued payment 4 weeks later. I received full payment minus the excess. Plus E and L are leaving the case open up until renewal just in case further claims are made. E and L have done there job without any hassle. I keep my dog in good shape, annual vaccinations and every thing is recorded by my vet.

These are just awful. Great to begin with but once you have a claim they are a nightmare. Our dog is diabetic they put the premium up every year because now they know they got you, soon it will be as much as the vets bills for her. They take 6 months to pay out, they will tell you each time "its with this department now" Even vets know what they are like. honestly avoid avoid avoid!!!!!!

Hi, for the those having problems with this rubbish company, please follow these instructions, and I am sure you will have a changed attitude in the cavalier war they treat the FSA.

Go to the Financial Ombudsman Service website - on the tabs at the top select "How to complain" You will see steps 1 - 2. Follow these implicitly and in your correspondence include "Complaint Requiring final response."

Also, there is a freephone number ring and tell them your story the people the better. If you use email - the email address is only on your policy not on the website (I wonder why). As it states on the website, they have eight weeks to reply - I am sure this will be a lot quicker.

The Financial Ombudsman Service has teeth, not like some that you have to deal with - happy hunting any successes post a comment on this review, and it may inspire others to stand up to this firm.

DREADFUL. My horse was PTS due to having a tumor in his head (at the age of 12) that meant he could only breathe through a tracheotomy. They have refused to pay his mortality because I did not ask them for permission to put MY horse to sleep (under the advice of 7 vets who had performed 2 CT scans and said there was no treatment available)- this company is DISGUSTING and took thousands of pound off me over the years. They charge you 17.5% of vet bills and take MONTHS to pay any of that leaving vets chasing you for money at one of the worst times you could go through. I have put 5K into a savings account for my new horse as my experience has been so stressful and poor (I am insured with a different company to ride, but will sort my own vet bills over give the crooks at E & L another penny). They didn't even tell me I had to do a separate claim for mortality in the first place - my advice, STAY AWAY FROM E & L and save yourself a massive bill and heartache.

Avoid at all costs.

I put in a claim for one of my cats, she had water works problems. They have refused to pay up, saying I did not take my cat the vets often enough, they said a yearly checkup was not enough, and I had no proof of taking them.

They have now added an exception to my policy for water works issues, so if it happens again, I cant claim. What an utter shower, been with them 10 years, not a single claim, not any more.

E&L took what felt like FOREVER to pay out! We waited 6+ months when our otherwise perfectly healthy 2 year old lab needed surgery to remove a non cancerous lump. I chased monthly only to be told ‘it’s being processed’.

Even when I emailed a complaint to them, it was out and out ignored.

Do not put your hard earned money, or your pet’s welfare with this company! You will regret it!

Made a claim in February - still waiting for settlement. Just a few hundred pounds - so not a fortune. Will not respond to emails and if they do they are not helpful at all. Would not use again and would not recommend!

I have been with this company for almost nine years, since we got our two dogs. I thought I had lifetime cover but it would appear that the goal posts have been moved. They are now telling me that our dogs now fall into “senior” status and that the premiums will increase by almost 50%, from around £40 to over £60 per month. I have never made a claim, I should have opened an ISA rather than wasting my money with this disgusting company. It’s Extortion with a capital “E”.

Steer clear. Won't pay claims. Have to chase them repeatedly before they respond. My vet will not even deal with them

Do not use this company, I made a claim on 20th Feb which they accepted but I have still not received payment on 11th April. Communication is rubbish.

This company have taken £30 a month or 11 years from me for insuring our dog . On the first claim 8 made they refused to pay out saying they only pay out in life or death situations . My dog had ruptured anal cyst . At Christmas my dog had pancreatitis I paid over £400 for his treatment and am still waiting for this to be paid back in April . I have also been advised by them that my insurance no longer covers me for both these conditions .

Really poor telephone response waited over 25 minutes
This was not the first occasion!!!

Taking months to sort a claim out and put it on hold because their admin team didn't take my premium

Avoid at all cost!!

Cheap premium and poor cover, if your horse is over 15 years old in their words 'unless your horse gets run over by a tractor' you are not going to receive a penny from them! You are not covered for any illness or even loss of horse. I wish i had read all the horror stories about this company first before pouring my money into their pockets. Needless to say I would never recommend them to anyone.

I made a claim in November 2017, it was improved in December 2017 and it's still not paid on the 23rd of February 2018 and have notified I will not receive the money for another few days. My vet demands payment up front so I have been out of pocket over a thousand pound, over Christmas too.

This is shocking, insurance is meant to protect you, how has it protected me in the last few months, when paying bills, mortgages or buying food while a thousand pound down, some people could have been over drawn, struggling to pay bills, miss mortgage payments as the result of this, what would be the point in the insurance if it takes this long just to pay. I understand it taking ages to investigate a claim if it was complex but they accepted liability months ago in December.

What is more frustrating, their moody staff don't have an ounce of compassion when considering that first of all our pet, a member of our family has been ill, which for some will be upsetting enough, but then being over a thousand pound down over the Christmas period is for some could mean not being able to buy presents for some of their family members, even if people don't expect to receive them, people still experience the frustration if they can't give them. Then the fact I have just been out of pocket for months anyway, no compassion, in fact they seem more annoyed that I dare be frustrated with their service,

Apparently they had so many claims recently that they are 10 weeks behind schedule, statistically speaking 10 weeks behind seems a little outside standard deviation, more likely you don't have enough staff as trying to maintain profits, if you can't afford the staff to deliver the protection in time to be considered protecting then you should not be taking money from customers, shouldn't even be legally allowed to operate if you can't provide the protection you're taking money off people for

I understand

TERRIBLE do not use this company. Given wrong advice wrong policy, then passed to a Kay Turner with snotty advice on the terminology of the law.
Think this company will do anything to get out of what they have sold. sooner this company shuts down the sooner people will turn to good policy advice.
Do not waste your money on policy with them.

​Whilst they are VERY slow in paying out (4 months to settle for a simple cut that the vet had to stitch costing about £400), they did pay 100% of my claim, without any hastle.
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Very cheap policy.

If you are needing a quick settlement, then they are not for you, however if speed of settlement is not too important then I would recommend.

Personally I will keep with them as the policy is very competitive, and I don't mind waiting for the settlement.

4 stars as speed of settlement was slow, otherwise it would have been 5.