Further to my complaint to Petguard, have received a "sorry for your complaint and we don't know what went wrong with autorenewal" reply with the advice if I'm still unhappy to write to Thistle. I did this last week so await a reply before going to Ombudsman. I distinctly get the feeling that although I didn't get the letter stating Petguard wouldn't reinsure, that this was the reason behind the policy not autorenewing as it had in the past. My other policy autorenewed but that policy covers a cat for which we have never claimed. After reading the responses on here from Animal Friends, they were a company I was looking at to switch both my cats to but I don't think I will now. Their responses really sit uneasily with me so if they were touting for business (and I'm not saying they were) it has backfired! Good luck to us all in at least collectively obtaining a reprimand from the FO for the way Petguard have run their business.

I think we all need to complain to petguard and escalate to the ombudsman. If enough people complain hopefully something will be done or at the very least alert potential customers.

I know, marles. I think I'll change insurance for the cat that Petguard are still covering once that hits renewal but in the meantime for the other cat that I've claimed for in the past I'm pretty much stuffed like you are. Keeping fingers crossed that the other cat doesn't cost us!

Hi Similar problem in Petguard. Two cats insured with them. Renewal is at different times and one renewed automatically. The other renewal was for October last year but only last month received our bank statements which showed only one payment going out each month (we only get them 4 times a year max). Rang and was told no problem, Petguard's fault for not autorenewing but they weren't sure how to renew as it had to go to underwriter. Chased them when I didn't hear anything and eventually had a phone call a couple of days ago saying they wouldn't renew as their underwriter said it was out of time. We couldn't take a new policy either as they didn't have any underwriters and weren't taking new business. Odd this auto renewal didn't work for only the one cat that we've claimed for in the past and not the other don't you think? I said I wasn't happy and would complain to the Ombudsman and was told by the customer services person to complain to them first before going to the ombudsman. Interesting that others have received letters saying their insurance won't be renewed and all where it seems claims have been made in the past.