Pet Insurance MSE Forumers help needed!

SukiAlbert

Hi this is my first post but Im hoping you guys can help us!

We have had a policy with our Pet insurers for near enough 9 months now (How long weve had our dog) and another two policies for our 2 cats (well over 2 years)

Tonight we called them to check up on a claim we made and they have pulled a corker. Because when the dog was relatively new to us and we were concerned about his urine colour, we took him to the vets. The vets took a test as a precaution and then gave us the all clear suggesting we change his diet only.

The insurers are denying our claims (unrelated to urine-ear/eye infection) as apparently we cant claim for ANYTHING to do with urine for the next 2 years?! There was nothing wrong with his urine, he didnt get treatment for anything? Can they do that?!

Were furious, these policies are NOT cheap and theyre fabricating information in other areas too. Were pretty certain it isnt the vet as in between the 5 times we got cut off, we have had the vets notes read out to us.

What can we do? Help!

dacouch

Me thinks someone has been taking the pi$$

SukiAlbert

And almost £80 a month since january & beyond. Does anyone know what our rights are?

dacouch

What are then claims actually for that the Insurers are linking to urinary /eye / ear infection ?

Which Insurer is it ?

elsien

Has this come up since you took the insurance out, or was the urine test before you took the insurance out?
If it was before you took out the plan (or within 14 days of the insurance being taken out) and was disclosed at the time, then it should show up as a written exclusion on your policy.
Some of it can be down to how the vet words the claim form - you need to make sure the vet makes it clear in any paperwork they send in that the test was clear and was just a precaution.
It also depends if you have a "for life" policy or not. Some of the cheaper insurers will cover a condition for one year then exclude it in following years.
I would dig out your policy and see exactly what it says, stop phoning and put it all in writing and follow their complaints procedure. If all else fails, take it to the insurance ombudsman.

When I got my dog, she had a cyst on her foot and had a hip xray before I took out the insurance so they excluded all foot conditions and arthritis, forever more. They should tell you at the time what has been excluded but it isn't always obvious - my exclusions are stuck on the back of the main policy and I didn't realise they were there for a couple of years. Get out all the small print and double check exactly what it says.

SukiAlbert

Its a lifetime policy as the dog is our first (and unfortunately last- Mention a breed and prices seems to jump up 3 fold funnily enough..) pedigree.

The urine check up was done when we already had the policy and the Only thing that was noted on his first visit to the vets was that he had a scratch (a nick or insect bite) on his 'noserope'. Now I dont know if you know much about english bulldogs (as indeed Pet Plan dont) but a bulldog cant really reach their own faces above the jawline and so them saying its a self inflicted skin condition is a lil out there.

SukiAlbert

Thank you all for any suggestions or advice so far, appreciated x

elsien

Pet plan are usually pretty good for paying up, they don't normally wriggle out of things.

Have you actually put the claim form in, or have they said no over the phone?
The reason I ask is because my dog had to have a toe amputated and she'd already got the "all foot conditions" exclusion. I was told on the phone it may be turned down, but I made sure the vet put on the form that the tumour could have come up anywhere on her body and was completely unrelated to all previous conditions, and they did pay up in the end.

You need to get their reasons for rejecting the claim in writing before you can take it any further.

SukiAlbert

elsien, Have never had problems with them previously (they were actually brilliant with a teeth claim for the cat a few years ago) and had put the claim in 6 weeks ago. We haddent heard anything so we phoned to ask what was going on and we managed to drag it out of them. My other half got told the wrong information by 2 different people this evening, they do NOT seem to know what theyre doing.

Thanks for your help and is the dogs foot OK now?

elsien

If you're getting different answers from people, then you're probably best off waiting for the official response and taking it from there. Fingers crossed that you've been misinformed. If you don't hear anything soon you could always write or email enquiring why the delay and asking them to get their finger out (metaphorically speaking.)

Mutt's ok now thanks - she was a total nightmare at the time and ended up on valium to stop her chewing her foot to bits, but other than overbalancing when she takes corners at speed she doesn't seem to have noticed the difference since it healed.