thistleinsurance.co.uk Reviews 12

Phoned to make an application, Christian processed it right away, explained everything beautifully. Fabulous customer service and fabulous value for money

The insurance sounds good but after reading the complaints I will go elsewhere. I got a letter in the post, a week into October saying they will be cancelling the contract. Today I got a letter asking for payment but it was dated September - the month before!

Excellent service for council tenants and veranerable people. Leah on chat live very helpful. Very good to have a housing scheme run by the council.

Don't, stay away, go elsewhere.

They have taken money happily for 3 years yet you claim and whoosh nope, no, your not valid funny this or maybe not.

Made a claim today for the first time on any contents insurance and they promptly cancelled my direct debit and policy. Never had that with any company for insurance before. What a shit company

Like they say buy cheap buy twice. Don't expect any payouts with these guys. Their cheap for a reason. Bicycle insurance

RE: PetTrac (pet insurance)

PETTRAC IS A TRADING STYLE OF THISTLE INSURANCE.

Review was made initially on PetTrac Database by mistake.

Copy of review, posted originally on 03/06/24,
below:

When we updated the PetTrac information for a pedigree springer spaniel, we took on from a local family, we were offered pet insurance through PetTrac, which we took out.

Unfortunately, she died unexpectedly last week at only 2 years of age. We rang PetTrac and asked them if we could claim for the cremation fees under the policy. We were told that was fine and they have sent the necessary forms.

At the same time, we learnt that if we claim, the remaining 3 months direct debit payments for the remainder of the policy will continue to be collected and then the policy will be cancelled. How is this right, to be reminded of a pet's death each month when the payment goes out. So much for sympathy and understanding. Its distressing enough losing her.

If we cancel the policy now, no further payments will be collected, but we cannot make the claim.

Finally, option 3, and the one we told the advisor we would take - if we make a claim and we are reimbursed, some of this reimbursement can then go towards paying the outstanding balance of the policy in a single payment, by phone, to stop any future monthly direct debits and therefore cancelling the policy. Thank goodness there is no excess in this case or it would be a complete waste of time claiming against this insurance policy.

I had imagined the process would be, claim against the insurance, and then the policy would be cancelled and no further direct debit payments would be collected. But this is not the case.

The customer advisor was trying her best and sympathised but it really didn't help me and caused even more distress and heart break. She has passed my case onto complaints, but I am sure it will come to nothing, as they will probably have a standard answer and show little understanding or feeling to the additional heartache they have caused to me and quite likely others when they have come to make a claim. I have never experienced this with other insurance companies with my pets over the years.

So, in conclusion, I would not recommend this company and its policies.

We take out pet insurance policies in good faith, thinking our pets will be protected and cared for correctly, but when you come to claim for whatever reason, then their true colours come through and you start to question why did we take out the policy in the first place.

Avoid.

Follow up:

Received a reply from PetTrac Database, I would rather not go through any more distress on the phone. Would be happy for you to contact me by email, but apparently my complaint has already been submitted.

Natalie.

Additional follow up:

Complaint responded to as expected. Very little sympathy received (even spelt the dog's name wrong in their reply - it is correct on the policy).

"If you wish to cancel the policy after 14 days and you pay by monthly instalments, and a claim is made, you must continue to pay the instalments until the premium is paid in full".

It wasn't my wish to cancel the policy, my poor dog died unexpectedly. So, basically I can make a claim by all means and hopefully I will be reimbursed under their farewell cover, but even then I must be prepared to be reminded for the next three months of my dog's passing when the direct debit payments are paid from my bank or I settle the account balance in one payment over the phone to stop any more distress. Thank you PetTrac.

If you cancel any other insurance policy say for a car, when you no longer have that car, the policy is cancelled and you pay up until the date you cancelled it. End of. Other pet insurance policies I have had over the years have followed the same procedure.

Of course, I can go to the FOS with my complaint, but I am already broken with this whole affair.

update: company have replied to my complaint as expected, showing little sympathy or compassion.

We sent in our claim along with some questions but nothing from the company after a number of days. So we wait

25/6/24 Update

The whole process has been long and drawn out and the company has still not decided if it will reimburse our ‘farewell’ charges. To say they cause unnecessary stress and upset is an understatement. They want so much paperwork and then take week after week to review it. I understand they have a process to follow but this has been heartbreaking enough already

1-7-24 update:

All information received. Now it is a 4-6 week wait while they decide if they will accept the claim and make payment! At a loss.

23-7-24 update:

No response to my review and no further communication about my claim

I also spoke with Aidan Hart what a great help. I went through all the details with him, received my quote, and will complete the order tomorrow.

Thistle give this man a raise

Aidan thank you.wow I've dealt with this guy before.best customer service
10/10. 5 * * * * *stars.
Went the extra mile to help me.
Fantastic
Thistle insurance be proud of Aidan
All good here.
Also spoke to Louise who also delivered a wonderful customer service at thistle insurance

Tried getting insurance for my bicycle from Thistle. they told me they only insurance Pedal cycles... Even though i'd already stated the details (manufacture, model, year etc)

furthe rto the above, it took Thistle 3 weeks to respond to a query the other 4 companies i contacted responded to within a few days

If an insurance company can't even get their sales right, i'd dread to think of how they'd respond in the event of a claim.

In short: If its your pride and joy, go with someone trustworthy

My housing association recommended Thistle to us when we moved into our property last May. Thistle Insurance use Ageas, so most of my correspondence was with Ageas and Ageas management as my case was so out of the ordinary.
We paid our premiums every month, went through a financial rough patch and considered cancelling the policy, what was the chance anything would happen? We did keep the policy, because it was not worth not having it, just in case.
The worst happened. My life was turned upside down. We were the victims of an arson attack. Someone had deliberately attacked my family and blew up our outhouse next to the house. It had damaged the house itself and my car and cars across the street the explosion was so intense. In the midst of the chaos, the confusion and fear for my life and fear for my two year old in the back of my mind I was so grateful I had insurance. I had lost so much, thousands of pounds of stuff destroyed, burnt, disintegrated, covered in glass, impaled with fence posts.
I contacted Thistle and Ageas who were all very concerned for us, we were living in a homeless hostel for over two weeks, then a homeless flat until we could be relocated.
My last correspondence was them saying they were not going to pay a penny. Not one thing. I had paid over £250 of insurance premiums to cover us in case of something horrendous happening. Something horrendous did happen, and Thistle and Ageas won't pay out. The outhouse and subsequent damage was covered for theft and damage due to theft. Not a malicious attack. So, anyone thinking about taking out insurance whith Thistle or Ageas, don't. In your darkest hours they will not help you, they will push you further into the darkness, further into despair as bills rack up and laugh and say, sorry, it's not our problem.
I have NEVER felt so let down by a company.

Called to see if I could claim on my cooker. Was cut off, then redirected after calling again and again. Eventually to be told it's wear and tear and I cannot make a claim.
I am appalled that there was no return call and I had to make 4 calls before getting an answer. I spent over 2 hours on the phone altogether. I explained I had a hearing impairment and the music on hold affected me yet - I was still made to listen to it!!
Good customer service would be for the agent to recall me as they had all my details and carry on the conversation. Instead, I had to do all the chasing around -yet that is what I thought I was paying my policy for them to do all the hard work.
On each call, I spoke to someone different and repeated the history...There were apologies galore but in my opinion that was not good customer service. Indeed an example of very poor customer service It's just not good enough!
It has now gone to the complaints department-eagerly awaiting the outcome.