We took a policy out with petplan this week for Alfie. We looked at the policy online and took it out ovwer the phone. They covered everything we wanted to cover all eventualities with Alfies health. We have just got the certificate through and it doesnt have "death by illness" covered on it. According to my policy booklet that came with the documentation and the terms and conditions online it says that Alfie should be covered under this policy. I have queried it with the company who say that they removed this two months ago and nolonger cover it although it is still advertised. They have just called me back and stated i can have this cover if i pay extra and have the breeders show policy at extra cost.

I know its only a minor thing but this is one of the reasons we went with this company rather than another. Its advertised on their website as being covered and its in the policy booklet as being covered that they have sent me. There is NOTHING anywhere to say it is not covered now. Is there anytying i can do about this as they are advertising a product that they dont honnor????

Im no legal expert but it seems to me that they have broke the trades descriptions act.  They are obliged to provide whats offered or they are at fault. Have you payed for it yet? Id considfer stopping the payment if it hasnt left your bank already.

http://www.tradingstandards.gov.uk/cgi-bin/bglitem.cgi?file=BADV042-1111.txt

I'd be inclined to vote with my feet - if you've only just started the policy this week you can cancel it with a full refund.  Whether or not they are obliged to honour the original 'advert' consider whether this is a company you feel comfortable dealing with.

I'm not sure I agree that it is a minor thing and I believe you should write, you should phone and you should complain if you think you have been misled BUT make sure you've got Alfie fully covered for ALL the things you feel are important first.  Go to another insurer if necessary.  Remember that most insurers will not cover anything that arises within the first 14 days of cover so get him fully covered first then deal with Petplan.

Good luck

Thanks everyone, i have contacted trading standards and they say as petplan have a 14 day money back offer, then they dont have to honnor anything they say on their website ( unbelievably! )

Unfortunatley this is something i may have to swallow, having looked around at many insurance plans i still find petplan are the best cover as regards to vets bills ( which is what is most important to me ) so i think id be cutting my nose off to spite my face if i went elsewhere. I just think its very unfair to advertise something that they dont provide. The policy booklet states it is an "insurance contract" and as such, im expected to adhere to it, its just ashame petplan dont have to. I am very careful about reading my documents when they come through, but many others may not, and may assume wrongfully that they are covered when infact they arent.

A lesson learnt to me is do check the certificate properly!!!