Pet insurance not paying out - Help!

Soundgirlrocks

My dog was attacked by another dog unprovoked on public transport, the police are investing as the other dog was out of control in a public place (other owner did a bunk and is homeless before anyone suggests getting the money from him) My dog required emergency treatment as he was bitten around the neck and shaken. The vet was concerned about neurological damage and he had vestibular syndrome. In total he was in for 3 nights and total costs were just under £2k. Thankfully he has recovered well and is now home.

I have premium pet insurance with Animal Friends which should cover £4K of treatment. Animal friends have agreed to cover almost all of the cost but have said they will only pay £100 per night for vet fees so won’t cover the intensive care fees for the first night of treatment -£200

This isn’t stated in their terms and when I queried it I was told they will only pay that they deem reasonable.

Can anyone offer any advice fighting this? I’m already down £100 for the excess for an unprovoked attack I don’t want to loose another £200. I feel this is unfair, in an emergency situation the last thing you expect to have to do is shop around for competitive treatment!

sheramber

use the complaint procedure which will be detailed in your policy document.

If you are not happy with their reply you can escalate it to the ombudsman.

helphelphelphelp

I have just had a similar problem with our pet insurance rejecting a claim for our dog. She had an emergency operation to remove an abscess that had formed 18 months after her being spayed yet the insurers said this was a pre-existing condition. Sent an email to one of the directors and this claim (and another outstanding claim for our other dog) was paid within a couple of days.