I too have had a run in with M & S. As many of you know Mabel has not been well and we put our very first claim in to help with her vet treatment. Her policy is up for renewal and had jumped from 16.99 to £25.99, Not too bad you think, but on reading the policy, her date of birth had been changed (she was 8 years old according to them, in real life nearer 11 or 12) and her name spelt wrong. So on the 22 January when I received all the paperwork for this years policy I informed them of this and it was agreed that I needed a new quote, and the mistake must have happened when the underwriters changed.
Today I have had a letter back from the claims department telling me they have sent a payment to our vets for £44.50 bearing in mind that the bill was £125.63. The deductions were £70 excess and 20% of the vets bill because her age. They also informed me that as the policy was up for renewal it is classed as the start of a new policy and I would again have to pay the £70 excess for any further treatment for Mabel.
I rang today (twice) as the policy is due for renewal on Saturday and they still don't know what they will be charging me, they have had over two weeks to get this sorted and no one has bothered and according to their records the request for review was only put into today.
I feel that I have been conned out of all this money with no service and very little payout. So I have instructed my bank to cancel the direct debits and have transferred my payments into an ISA. I have since found out that we are covered for public liabilty for the animals on household contents insurance, which I must admit was my main worry and all we can do is hope that the vet bills wait for the trust fund to build up.
Please send us lots of stay healthy vibes.
Either way I have been/will be foolhardy, but at least I will not be lining the pockets of Marks and Spencer any more.