Asda drags its heels on insurance claim

May 8 2011 by Mr Justice, Sunday Sun

THERE was a sting in the tail when Janice Stafford’s pet dog Ben needed an operation.

The pooch lost the use of one leg after a trip to the beach and was taken to the vet for treatment.

It turned out he had snapped a cruciate ligament and needed an expensive operation.

Janice put in a claim under her pet insurance and waited, and waited, and waited.

In fact she waited more than four months before deciding enough was enough.

And that’s when she asked if I would take the lead in what had turned out to be a long-running dispute with Asda Pet Insurance.

Janice, of Blyth, Northumberland, said she was pinning her hopes on me to bring Asda to heel. She said: “Ben snapped his cruciate ligament while he was being exercised on the beach.

“He was carried back to the car and we rushed him to see the vet who said Ben needed an operation.

“He is insured with Asda and we thought nothing would be a problem. Oh how wrong were we.

“Ben was operated on the first week in January and we paid £626 for his care.

“The claim form was sent to Asda who advertise that they will take the stress out of our pet’s illness.

“Wrong. They have still not processed our claim.

“I have sent emails to Asda Finance only to get replies stating they have been forwarded to the correct department. I have also sent a letter to Asda’s head office in Leeds who said the way we have been kept waiting was disgusting, but still we were not paid.”

And so it went on with Janice repeatedly ringing to find out what was happening and several members of staff repeatedly promising to sort it out.

Then the cycle started again with Janice going in circles while Asda did nothing.

Janice said: “I could go on and on but this must stop.

“Asda are advertising their stress-fee pet insurance in all their stores but are causing the stress.

“Can you please help me to put an end to this disgusting situation? It is now four months down the road without payment.

“Would they wait four months for me to pay my direct debit? I think not.”

At one point Janice was told there was a backlog of claims waiting to be processed.

I passed the complaint to Asda and asked them to resolve it once and for all.

I was told: “We will look into this and contact your reader to get it sorted.”

Two days later Janice had a call from Asda promising to send a settlement.

Janice said: “Thank you, thank you, Mr Justice. I spend months trying to get it sorted myself but it was all down to you in the end.

“Asda have sent me a cheque for £561.33, that’s the claim with £65 excess taken off, so I am happy, although I think they have a nerve taking the excess off after such a long delay.

“Unfortunately Asda did not have the courtesy of sending a cover letter with a ‘sorry for the stress this has caused me.’”

Janice might not be completely satisfied but at least the claim was paid, Ben has made a recovery, and I have another victory to celebrate.