Pet Insurance Complaint - Advice needed

Kreacher

rs65 wrote: »

I'm not really following this. If all she had was a renewal schedule saying she had £7500 to spend, why did she phone to query it.

Her complaint might be better aimed at the documentation rather than the advice on the phone.

So just double checked why she called in the first place and it was to see how much cover we had left to treat this condition. This was when the advisor told her that she had £7500 to treat the condition as the policy had just changed and we get a fresh £7500 pot every year.

Does that make any difference?

rs65

Kerryfd wrote: »

Does that make any difference?

You need to think about presenting your complaint to the FOS. You had a concern over lifetime limits so phoned up and were told you had a new £7500 limit. Was it that straightforward? Was it a case of, ok that agrees with the renewal schedule? I'm not asking these questions - just food for thought.

magpiecottage

ripplyuk wrote: »

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.

This is true but FOS is trying to comply with the Alternative Dispute Resolution Directive and get cases received since last July resolved within 3 months now.

Kreacher

.....................

rs65

Sounds like you are ready for the FOS.



(personally, if it was my dog, I would have asked the vet for his best clinical advice rather than relying on what funds were available even if it meant me paying some of it)

Kreacher

rs65 wrote: »

Sounds like you are ready for the FOS.



(personally, if it was my dog, I would have asked the vet for his best clinical advice rather than relying on what funds were available even if it meant me paying some of it)

In an ideal world I'm sure everyone would but not everyone can afford to spend 1000's of pounds, that's why we had the insurance. I'm sure the vet has experienced stuff like this lots, and has had instances where complications occur and people are suddenly lumped with a large bills that they simply can't afford.

Thanks for your help, I'll start drafting the FOS details. Not going to hold my breath though.

rs65

Good luck.

Kreacher

I'll let you know the result!

Person_one

Kerryfd wrote: »

I'll let you know the result!

You are going to get the dog treated in the meantime though, right?

TSx

Have you got anything in writing from the vet confirming a different course of treatment would have been carried out if you had been given the correct advice?