Pet Insurance excess deductions

katzeyes_2

Hi, I hope someone might have some thoughts on this please. 
I have recently lost my eldest dog to un-treatable cancer.  It took quite a while to get the diagnosis, about 2 months from start to finish, I followed and took my vets recommendations for treatment every step of the way. Throughout the 2 months of treatment cancer was the only illness, although in the early stages a urinary infection was suspected but was never confirmed or diagnosed and ultimately that too was confirmed as a carcinoma and in all probability the primary site of the other cancers.
It started with the removal of small lumps (2 of which were malignant) and and internal swab, this led to another lump being aspirated (also showed malignant cells) so this was also removed.   Eventually she was referred to a vet hospital for CT scans as the primary vet couldn't locate the cause of her pain...the CT showed multiple lesions in her bones and the biopsy taken the previous week was an aggressive and un-treatable carcinoma.
The insurers (LV) having taken 6 weeks from submission of the first claim, and numerous phone calls and email from me when each time I was told that they had all the information they needed, decided that they did need more information from my vet as each treatment would be treated in isolation not as one condition...  Having had no response from them until I said I was raising a complaint last week they are now drip feeding me small amounts as they pay individual invoices each with the £75 excess deducted.  Is this right and how do I complain?
I have to say in 10 years with multiple dogs insured with them this is the first time there has been any sort of hiccup in dealing with them

Brie

Sorry for your loss - pets leave such a big hole in our lives.

I would continue with your complaint to LV, thank them for the amounts already paid but make it clear that as this was 1 instance not several you still expect the balance.  And that you consider their delays and incompetence require that they pay you an additional amount for inconvenience and their insensitivity.

sheramber

Sorry to read about your pet and that your insurance company are being so awkward.

Follow the complaint process in your policy document. If you are  not happy with their answer or they do not reply in 8 weeks then you can refer your complaint to the ombudsman. 

This should be explained in your policy document.

Ask them why they are refunding single invoices with an excess deduction. ( do you have a policy with a limit per condition?)

I would  suggest you include details of what you paid your vet.  How much you consider the excess to be  and what you expect to be  reimbursed.

 
it would appear they are considering it two conditions, one of secondary cancer and one of primary cancer. 

if they confirm that is what they are doing and you do not agree you can refer  it to the ombudsman. 

katzeyes_2

sheramber said:

Sorry to read about your pet and that your insurance company are being so awkward.

Follow the complaint process in your policy document. If you are  not happy with their answer or they do not reply in 8 weeks then you can refer your complaint to the ombudsman. 

This should be explained in your policy document.

Ask them why they are refunding single invoices with an excess deduction. ( do you have a policy with a limit per condition?)

I would  suggest you include details of what you paid your vet.  How much you consider the excess to be  and what you expect to be  reimbursed.

 
it would appear they are considering it two conditions, one of secondary cancer and one of primary cancer. 

if they confirm that is what they are doing and you do not agree you can refer  it to the ombudsman. 

Thank you sheramber...
I have started the complaints procedure with them and it was that that appears to moved them from inaction after 6 weeks into drip feed mode...  great idea though to write asking them how many conditions they believe I am claiming for and send details of what I have currently paid out. 
My policy covers a huge amount per condition (£10k a year) and we wont be anywhere near that.
I'll certainly be going to the ombudsman if I'm not happy...

sheramber

My policy covers a huge amount per condition (

I was not concerned about the amount of the limit. It is the fact that the cover is per condition ( as opposed to an annual    amount of vet fees) which allows them to charge an excess for each condition diagnosed.

Which is why they are charging two excesses.

katzeyes_2

sheramber said:

My policy covers a huge amount per condition (

I was not concerned about the amount of the limit. It is the fact that the cover is per condition ( as opposed to an annual    amount of vet fees) which allows them to charge an excess for each condition diagnosed.

Which is why they are charging two excesses.

got you.... it is an annual cover of £10k per condition, for their lifetime, so the excess would be payable again should a condition appear again the following year. From where I'm sitting it was one condition....from their point of view the more conditions the better it is for them... 
I have emailed them with your earlier questions ....lets hope they can reply a bit quicker than last time which was over a week.   

sheramber

Whether it one or two conditions is something you can refer to the ombudsman  if you disagree with their decision.

You can search previous ombudsman's decisions here. You might find a similar case. 


https://www.financial-ombudsman.org.uk/decisions-case-studies/ombudsman-decisions