Complants Procedure

What’s the procedure?

Customers and their pets are at the heart of our business and our products and services are designed with you in mind.  We aim to treat all our customers fairly and consistently. This doesn’t mean, of course, that things won’t occasionally go wrong.  Where we are made aware that a customer is dissatisfied, we will take all the appropriate measures to understand the reasons for this and aim to resolve the problem as quickly as possible.  Where appropriate, we will also implement any improvements identified to prevent the same situation from arising again.

The information here provides an overview of our complaints process and what you can expect.  Vetsure will handle all complaints in the first instance. This includes any complaints relating to claim outcomes or the pricing of your policy – which we will manage on behalf of Atlas TVIS.

Please quote your policy or claim reference number in all correspondence.