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Review Details Part 1

E&L  –  Customer Reviews

This page provides details of feedback we received in our 2014 Claims Satisfaction Survey in which we simply asked customers how satisfied they were with the way in which their claim was dealt with. All reviews are from policyholders who made claims during the period 1st October 2013 and 30th September 2014.

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Average Claims Satisfaction Score

2.6 / 5
5 Stars
4 Stars
3 Stars
2 Stars
1 Star


Sep-14 - Rebecca H from Rutland - 1/5
Still not heard a word from them. Every time I try to ring they tell me they are busy and have filled in the contact forms on the internet 5 times!!!
Jul-14 - Vicky E from Havant - 5/5
"polite service , never any problems with making a claim , quick and simple"
Jun-14 - Karen Lamb from Fife - 1/5
"Have 2 policies with this company for 2 dogs which I have, unfortunately, had to use a lot the past year. One policy is fine, although slow to make payments, but the other is terrible. I requested the same policy when we got our other dog, but was sold one which turned out not to be lifetime cover. As this dog has developed epilepsy, E&L will only pay out for 1 year of medication & he'll have to be on it for life. Their explanation was that one policy was purchased online & one by phone & apparently the online policy, which we took out first, is only underwritten by E&L whereas the phone one is directly from them. Know I should have read the small print, but when you request the same policy from the same company, you rather expect them to be the same!"
Jun-14 - Jackie from Bedford - 4/5
E & L seem to pay every time without quibbling. The only thing that's stops me saying they are a 5 Very Good is that they are slow paying up. but they do pay. Claim paid directly to me as vet won't deal with them because they are slow.
Apr-14 - Cass from Portsmouth - 1/5
"Still waiting for a straightforward claim fir x rays to be dealt with, every claim results in the company trying to find a reason not to pay. Veteran cover is very bad too"
Feb-14 - Mandy from East Anglia - 4/5
"claim went through smoothly and was paid as per policy , bit on slow side but no quibble so gave a good"
Dec-13 - Debbie E from Trowbridge - 3/5
"I was dubious, from their reputation, but they did pay all the bills - however they have no put an exclusion on this condition, which was a shock as I thought I had lifetime cover, but after pouring over the small print, seems they can wriggle out of most things! They did take time to pay, average a month, as our claim went over several months, big bills, but they never challenged the bills. usually our vet does not like to deal direct with E&L, but they did for me, apart from the second ongoing claim they paid to us by mistake, otherwise it was ok."
41579 - Janette from Norfolk - 2/5
It took a long time to pay & despite me taking out special insurance for an old dog & the claim being for arthritis (old complaint)?? they deducted as much as they could & put a time on how long I could claim.

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