At Pet Professionals at Work we continue to receive many calls asking for clarity on the coverage provided by our policies in this difficult time.
If you have a policy with us, the cover provided will continue to operate as normal. However, we are unable to comment on whether you should continue to trade, and you should seek guidance from the government or your local authority before undertaking any work.
We’ve provided a link to Hiscox’s help and support web page, which gives more detail and explanation on policy coverage and some FAQs.
A dedicated phone line for policy holders wishing to discuss making a claim is 01206 773941.
We do understand, however, that you may not be happy with the conclusion reached by your insurer and want to support you and help you achieve a fair resolution. At this stage, we believe the best way of achieving this is by you referring your case to the Financial Ombudsman Service (FOS) if you are eligible (please see below). The FOS will independently review your complaint.
About the FOS
Where a policyholder is a small business with an annual turnover below £6.5m and fewer than 50 employees or an annual balance sheet below £5m, it is likely to fall within the jurisdiction of the FOS. This can offer the prospect of faster decisions (on claims of up to £355,000) than a Court Process and, where appropriate, timelier payments that will help firms recover from the impact of the Covid-19 pandemic.
Further information on the FOS and details of how to make a complaint can be found on their website at www.financial-ombudsman.org.uk; or you can telephone them on 0800 023 4567; or by writing to The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
You can still complain to Hiscox if you’d rather by calling their customer relations on 0800 116 4627 (or on their local call option number +44 (0) 1904 681 198), Monday to Friday 9am to 5pm. Alternatively you can email them at firstname.lastname@example.org or write to them at:
Hiscox Customer Relations
The Hiscox Building
If you do choose to complain to Hiscox you are still able to take your complaint to the FOS to independently review your complaint if you’re not satisfied with Hiscox’s final response or if they have not issued their final response within 8 weeks of you first raising your complaint.
If you need further guidance or assistance on this, please get in touch with your usual adviser.
We think the Business Insurance page of the Association British Insurance (ABI) website will help you understand why insurers don’t typically cover the effects of pandemics and have provided the link to this below.
And, finally, we’ve also provided the link to the government coronavirus website below, for further guidance and advice for individuals and businesses.
The information provided by the external links above may change so please visit regularly.
Please note that the Pet Professionals at Work team is temporarily working from home to protect our staff and ensure we can continue to provide you with ongoing service during this challenging period.
Stay safe and well through these difficult times.
Pet Professionals at Work
20 April 2020