United Kingdom
Review of Nanopolix
Terrible from start to finish. Misleading website, dodgy charging process (3 x transactions for the same order). Product cheap and nasty and the return process is a complete joke. Endless emails claiming problems with the their refund process. Getting money back via credit card company as these criminals will never pay out. DO NOT TOUCH WITH A BARGE POLE.
Review of Scratch & Patch
Given the sham nature of the review of my claim, I will now put this matter in the hands of the Financial Conduct Authority. I am hoping they will apply a more balanced assessment of my genuine claim.
Still looking for every reason NOT TO PAY a 100% genuine claim. I challenged the original claim decision, but without presenting any new evidence they rejected the claim again. They spent all of their time highlighting policy small print without making any further CLINICAL investigations. So they are continuing to make an ASSUMPTION regarding a pre-existing condition without having any proof whatsoever. The assumption suits them because it allows them to renege on their duty to pay.
Reply from Scratch & Patch
Hi Claire,
Thank you for your review.
As per our response to your previous review, we assess claims based on the clinical history and information recorded by your vet at the time of consultation and diagnosis. This helps us determine how the policy terms apply, including whether a condition falls within the definition of a pre-existing condition.
We appreciate this isn’t the outcome you were hoping for and understand how frustrating this can feel. Our decision has been made based on the clinical information available and how this aligns with the policy terms.
If you have any further queries, you can contact us via https://scratchandpatch.co.uk/contact/
Kind Regards,
Scratch & Patch🐾💙🧡
Review of Scratch & Patch
Despite the friendly name and friendly emails, they were hellbent on finding a way not to pay my claim. And currently no response when I said I didn't accept the claim decision.
Reply from Scratch & Patch
Hi Claire,
Thank you for taking the time to leave a review. We're sorry to hear that we weren’t able to meet your expectations on this occasion.
When assessing claims, we rely on the clinical history and information provided by the treating veterinary practice at the time consultations and diagnoses were recorded. This information helps us determine how the policy terms apply, including whether a condition falls within the definition of a pre-existing condition.
In pet insurance, a pre-existing condition generally refers to an illness, injury, or clinical sign where symptoms were present, or veterinary advice, treatment, or medication was received before the policy started or during any applicable waiting period. Claims are assessed based on the clinical information provided by the vet at the time the consultation and diagnosis took place.
I have requested a member of the team to contact you directly to discuss your claim and documentation in more detail.
Kind Regards,
Scratch & Patch 🐾💙🧡