My claims settlement money was supposed to be paid to me but has been sent to a mystery bank account! I had paid for the vet treatment and was asking for the claims money to be sent to me and the vet will have shared the invoice to prove I paid by credit card but somehow insurance factory sent it to what they say is my vet but my vet didn’t ask to be paid and do not accept insurance claims direct and didn’t give their bank details so we now have no idea whatsoever where this money was sent to and why. It also looks like my claim input details have been changed. Petsure are saying they are just brokers and that insurancefactory are who settle the claims. I’ve lodged a complaint with Insurance factory but so far only getting platitudes and a standard response that the complaints service can take 30 days and if I am not satisfied I can go to the ombudsman. I went on Trust Pilot to see this has happened to three other people with pet insurance with insurancefactory where the money was sent to the wrong place and the customer is out of pocket. So clearly this is a frequent mistake or worse that is happening in the company and customers should be being reimbursed and not having to wait for yet another investigation. GIVE ME MY MONEY I AM DUE! My premiums nearly doubled and I haven’t even got my legitimate claims money to show for it. This company is a disgrace. I look forward to a prompt response. Or I will be following this up/broadcasting this in every way possible. Why has no one contacted me in response since I noticed these repeated company errors? Why have I not been sent the money I am due when the error was the fault of your company???? I will be taking my case and these others to the press if I don’t receive my money promptly.