2. Give your full name, post code and contact telephone number(s) 3. Advise them that you have a MiPet Cover pet insurance policy and quote your policy and/or claim number. 4. Explain clearly and concisely the reason(s) for your complaint. The letter should be sent to the Complaints Manager at the following address:
• Make a statement in support of a claim knowing the statement to be false in any respect. • Submit a document in support of a claim knowing the document to be forged or false in any respect. • Make a claim in respect of any loss or damage caused by you on purpose or you knew it was caused on purpose. Then: • We shall not pay the claim. • We shall not pay any other claim which has been or will be made under the policy . • We will immediately cancel this and all other policies you have with us. • We may ask you to return the amount of any claim already paid under the policy since the last renewal date. • We may inform the police of the circumstances. Preventing fraud We and/or our agents, along with other insurers pass information to fraud prevention and credit reference agencies. We may pass your details to the Claims and Underwriting Exchange Register run by the Motor Insurers’ Bureau and Insurance Hunter, a central insurance anti-fraud system and other databases, to which other insurers may have access.
Please make sure you provide your name, address, policy number and other relevant information to allow us to respond to your query. You understand that all personal data you supply must be accurate. If you would like any other person to discuss your policy or make amendments then we must have your permission. Claims processing As part of your policy, you agree to and accept the following conditions in order for the policy administrator (Insurance Factory Limited) to process any claims you submit: 1. Insurance Factory Limited will request relevant information or records you’re your current or previous veterinary practice, specialist, breeder or rescue centre at any time in order for Insurance Factory limited to be able to fully assess your claim. 2. Your veterinary practice, or any veterinary practice treating your pet, can openly discuss and receive information about your claims with your policy administrator (Insurance Factory Limited) where appropriate. This also includes the transfer of your claim via an electronic service using third party application. 3. Insurance Factory Limited will only ever ask for information which is relevant to the details and circumstances of the claim and previous medical history, which is necessary for claims processing purposes. Updating your records If you think our records are wrong or out of date, particularly your contact details, you must contact us immediately to correct them. You can do this by calling 0808 164 8000 or by emailing customerqueries@insurancefactory.co.uk.
Data protection
We believe in keeping your information safe and secure. Full details of what data we collect and how we use it can be found in our Privacy Policy which you can access via https://mipetcover.quote-my-pet. co.uk/ or by requesting a copy from our Data Protection Officer (contact details below). This section provides you with some basic information and briefly explains what we do with your information. We are governed by the Data Protection legislation applicable in both the United Kingdom and Gibraltar. We collect details in order to consider your application for insurance and to administer insurance services to you , including claims investigation and management. We may use your information for a number of purposes. These include: providing you with our services; dealing with your claim; carrying out checks such as fraud checks and credit checks; and where agreed, providing you with information about our products and services. In order to provide our services to you , we may share your information with other insurance companies, solicitors, regulators, business partners and third party suppliers. We may also have a legal obligation to provide your information, in certain circumstances, with regulators, police and other public bodies. Information you supply may be used for the purposes of insurance administration by us and third parties. These third parties may share your information with their own agents. Providing you with details on our products and services Where you have given us your consent to do so, we will send you information about products and services of ours or other third parties which may be of interest to you via telephone, letter or email (as you have indicated). You have a right at any time to stop us from contacting you for marketing purposes or giving your information to other third parties. If you no longer wish to be contacted for marketing purposes then please contact us by e-mailing customerqueries@insurancefactory.co.uk. Your rights as a Data Subject Under Data Protection laws you have certain rights; these include for example, a right to understand what data we hold on you and a right to ask us to amend that data if it is incorrect. If you would like to exercise any of your rights please contact our Data Protection Officer (contact details below). Data Protection Officer If you have any questions about how we use your data, or to exercise any of your data rights please contact our Data Protection Officer at:
MiPet Cover Pet Insurance 2nd Floor, 5000 Lakeside
North Harbour Western Road Portsmouth PO6 3EN
We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The Complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks. It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, or if you have not heard from us within 8 weeks, you can take the issue further: Step two - The Financial Ombudsman Service If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS). The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted. Insurance Division Financial Ombudsman Service Exchange Tower Harbour exchange square London E14 9SR Tel: 0300 123 9123 Fax: 020 7964 1001 Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action. Our promise to you : We will acknowledge all complaints promptly. We will investigate quickly and thoroughly. We will keep you informed of progress. We will do everything possible to resolve your complaint. We will learn from our mistakes. We will use the information from complaints to continuously improve our service. To help us improve our service, we may record or monitor telephone calls.
Complaints procedure
We are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right. Although it can help to make complaints in writing we are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances. Who to contact The most important factors in getting your complaint dealt with as quickly and efficiently as possible are to be sure you are talking to the right person, and that you are giving them the right information. When you contact them please give them your name and a contact telephone number. Please quote your policy and/or claim number and the type of policy you hold. Please explain clearly and concisely the reason for your complaint. Step one – Initiating your complaint: Does your complaint relate to: A: your policy ? B: a claim on your policy ? If A, you need to contact the customer service team on 0808 164 8008 and state your complaint. If B, you need to contact whoever is currently dealing with your claim by calling the claims team on 0808 164 8001 and state your complaint. In either case, if you wish to provide written details, the following checklist has been prepared for you to use when drafting your letter. 1. Head your letter ‘Pet insurance COMPLAINT’
Data Protection Officer, Insurance Factory Limited 45 Westerham Road Bessels Green Sevenoaks Kent TN13 2QB
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