General Questions
- When is the E&L Insurance office normally open?
- Is there any advantage to paying my premiums monthly by Direct Debit?
- What should I do if I need to make a claim?
- What measures do E&L Insurance take to prevent fraud?
- Can I add or make changes to my policy at any time?
- When is the E&L Insurance office normally open?
- Each department has individual opening hours, please see here for full details. Generally we are open Weekdays 8am - 9pm, Weekends 9am - 6pm and 10am to 5pm on Bank Holidays. For any out of hours enquiries you can leave a message and a member of staff will call you back when the office reopens.
- Is there any advantage to paying my premiums monthly by Direct Debit?
- Yes, not only does it break your premium down into very affordable payments, but there is no interest to pay whatsoever. When your policy falls due for renewal you can relax in the knowledge that cover will continue unless you advise us otherwise. We will discuss this with you when you set up the policy with us.
- What should I do if I need to make a claim?
- We make it a very simple process. Simply call us and we will send you a claim form to complete and sign. We can also settle bills for treatment directly with the vet if you prefer.
- What measures do E&L Insurance take to prevent fraud?
- Unfortunately a very small number of people provide false details in order to make up, or inflate claims. We take steps to identify these people and avoid paying such claims as they affect the cost of insurance for everybody. As fraud is a criminal offence, we forward details of fraud to the police. There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters.
This allows us to use the latest technology to make many checks looking for unusual features and fraud. We also share some information about fraud with other companies within the financial services industry, the police and other bodies where the law allows us to do so.
- Can I add or make changes to my policy at any time?
- Yes, you can change or renew your policy by calling us - very soon you will be able to make changes to your policy online. You can add or delete insured items and change most aspects of your policy. Note that additions will incur additional costs. Additional premiums are charged on a pro rata basis from the date of change. No refunds are payable for cancellation, in part or in whole, for any reason outside of 28 days from the commencement date other than for amendments allowed.