E&L Insurance - be prepared for a long wait for you and your pet
I have a policy with E&L insurance for our cat. Earlier this year we needed to make a claim, we put the claim in, and received a letter asking for further information to proceed the claim. I called E&L at the beginning of Februrary to clarify what information they needed. It took me a long time and a lot of calls to get through, each time I called, I got a message telling me that they couldn’t take my call because they were very busy. This is quite frustrating when calling an expensive 0870 number, although, looking now, there is an entry on http://www.saynoto0870.com/, but I’m not sure it’s valid for claims calls. I then sent the further information required to E&L.
After three weeks we hadn’t had any further communication form E&L. I started to wonder what was going on, so, remembering that it had taken a long time to get through on the phone, contacted them via a form on their website. After a few days plus a weekend, I had no response, so when through the process of calling and calling back until someone answered. It turns out that E&L received my letter with further information on the 10th February and are processing my claim. Good. I was told that they currently have a big claims backlog, and are up to claims received on the 25th Janurary. I pointed out that it was also difficult to get through on the phone, and was told that they had just moved to a new office and hadn’t yet got enough phone lines.
The conclusion: be prepared for a wait with E&L.