Pet Insurance Complaint - Advice needed

Kreacher

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GwylimT

You can try, but I doubt you will be successful as the policy conditions are very clearly outlined.

You'll have to look at around at credit cards and get yourself a 0% card. You can't simply leave an animal without medical care.

Kreacher

GwylimT wrote: »

You can try, but I doubt you will be successful as the policy conditions are very clearly outlined.

You'll have to look at around at credit cards and get yourself a 0% card. You can't simply leave an animal without medical care.

But they misinformed us on the phone and admitted to the mistake. Why have a careline if the advisors don't give out the correct information?

GwylimT

Kerryfd wrote: »

But they misinformed us on the phone and admitted to the mistake. Why have a careline if the advisors don't give out the correct information?

I know its frustrating as a fellow pet slave, but unfortunately people make mistakes, if each verbal mistake had to be honoured call centres would become things of the past. As you have read the policy did you not question at the time what the call handler said?

Kreacher

GwylimT wrote: »

I know its frustrating as a fellow pet slave, but unfortunately people make mistakes, if each verbal mistake had to be honoured call centres would become things of the past. As you have read the policy did you not question at the time what the call handler said?

Unfortunately, its not my policy. My mum was dealing with it and she took the call handlers advice. Why would she think they were wrong? It's their job to give out the correct information.

rs65

Kerryfd wrote: »

My question is should we go back to ASDA and tell them they haven't understood the issue, to see if they will fund the £3000 operation or should we give up on them, take their final decision and complain to the ombudsman.

No harm in trying Asda first but I wouldn't be too hopeful.

They made a mistake and are paying £900 for it.

Kreacher

GwylimT wrote: »

You'll have to look at around at credit cards and get yourself a 0% card. You can't simply leave an animal without medical care.

This is something we'll look at if the ombudsman comes back with nothing, I figured it's worth a try first. Also, if they won't pay out on an existing condition anymore we can tell them to shove their very expensive insurance (they put it up every year) and go for a cheaper one that will cover any new conditions. It's just frustrating because there would have been sufficient cover to pay for the operation to be carried out 'blind' but because we were told we had £7500 we went ahead with the MRI so that the operation could have been more exact.

ripplyuk

Kerryfd wrote: »

This is something we'll look at if the ombudsman comes back with nothing, I figured it's worth a try first.

You don't have time for that. Ombudsman decisions can take a very long time, months to years. I currently have a complaint (with a different ombudsman) and it's been 17 months so far. They write to me every 6 weeks but I'm still waiting on a decision.

You can't make your pet wait for veterinary treatment, so I'd look into other sources of finance immediately.

rudekid48

Have I understood this correctly?

You were told cover for £7500
Actual cover was £6000

Total treatment came to £6900
Asda have paid the £900 shortfall

Next treatment costs £3000

So even if the £7500 was correct you would still not have enough cover to pay for the treatment?

Kreacher

rudekid48 wrote: »

Have I understood this correctly?

You were told cover for £7500
Actual cover was £6000

Total treatment came to £6900
Asda have paid the £900 shortfall

Next treatment costs £3000

So even if the £7500 was correct you would still not have enough cover to pay for the treatment?

No.

We were told cover was £7500 per year and that this pot is renewed every year.

The total treatment for ever (including the operations he had as a puppy) have come to £6900.

But the treatment for this year is only around £2000. Meaning that based on what ASDA told us in the initial phonecall we would still have £5500 for any treatments carried out this year. The pot would then renew back to £7500 next year etc.

rs65

Kerryfd wrote: »

As it was not a new condition my mum phoned asda to confirm that we had sufficient cover to proceed.

This bit suggests your mum knew there was a concern cover would be exhausted.