Disagree with a claim decision? Here's what to do
Ensuring that all claims are handled fairly and consistently is our top priority. Every claim is assessed strictly in accordance with the insurance terms and conditions. If your claim has been denied, the rejection email will always include the specific reason for the decision, as outlined in paragraph 4 of the terms, which lists policy exclusions.
Please note that we do not reject claims without valid grounds. If you would like to understand more about why a claim may have been denied, we encourage you to read our article on exclusions.
However, if you believe your claim should have been approved, you have the following options:
1. Contact your claims handler
The first step is to reply directly to the email you received regarding the claim decision. In your response, please explain why you disagree with the decision.
If your claims handler has made an error—such as misinterpreting information or overlooking an important document—they may be able to reassess and reverse the decision. If this is not possible, you may proceed to the next step.
2. Submit your case to the Board of Appeal
If your claim cannot be reconsidered by your handler, you have the option to submit additional information and supporting documents for review by our Board of Appeal.
To do so, please visit our website (www.lassie.de), navigate to "Support" > "Claims Procedure", and scroll down to the section "Dissatisfied with your claims handling?". There, you can download the appeal form (currently available in German only).
Complete the form (in English or German) and submit it via email to schadenpruefung@lassie.de.
Helpful Documents for Your Appeal:
To facilitate a thorough review, we strongly recommend including any additional supporting documents, such as:
📌 A medical report from your veterinarian
📌 Lab results
📌 Other diagnostic test results
ℹ️ Providing as much relevant information as possible will help us process your appeal more efficiently.
⚠️ Please note that if no new information is submitted, it may be difficult for the Board to reach a different decision.
We appreciate your cooperation and are here to assist you throughout this process.