After over 6 years of paying on time every month (via automatic credit card payment) and having years of not claiming, we were the victims of major credit card fraud for the second time within an 18-month period or so.
As usual, you need to go through your finances, subscriptions, automatic payments etc to know which details to change. Unfortunately, we didn’t realise we had forgotton about our dog’s pet insurance with RSPCA for two months, only realising when glancing at a credit card statement. Wanting to clear that up, I called immediately.
I explained the credit card fraud situation and asked if they could go ahead and charge what might be outstanding. They then claimed they had sent one SMS, which was obviously not received, and since they didn’t get a response, they cancelled our policy.
Despite never having missed a payment in 6 years nor having made a claim for almost four years and having only ever made two or three, apparently a credit card charge that doesn’t go through ONCE requires one SMS warning.
The only way they were prepared to deal with it was to create a new policy and apply the standard waiting periods. Customer service man even lied to me about a “special offer”! It was the EXACT same new policy with the same standard waiting periods that apply to any brand new customer! I clarified it, and all he could say to “isn’t that just the same thing as what you told me?!” with “Yes.”. WOW!
To top things off, he began to question why we are so “desperate” to reinstate the policy or even to get a new one. So I explained, which really shouldn’t be necessary…I said anything could happen - our dog could be hit by a car, attacked by a dog, anything, isn’t that the whole premise of getting insurance?! No one knows what might happen! We don’t even let our dog off-leash outside the apartment, but whatever, he was suspicious because we wanted to continue our pet insurance policy at over $60 per month for our dog.
There was no reasoning with this guy, who was already the “manager”, so we took out a new policy elsewhere and had slightly fewer waiting periods for the same price applied, give or take a few dollars, and with greater coverage.
Way to go RSPCA. And I wonder if a single SMS is sufficient as electronic communication of intention to end a policy if one month is not paid, especially since that method of communication wasn’t noted in our initial contract…