Pet insurance claim accepted but limiting payout due to limitations that are not in T&C's

LippyDoodle

I'm not 100% so don't hold me to this, but I think it was Animal Friends I looked at a few years ago. If it was them I was shocked to read that they didn't cover the cost of investigative work. That can run into hundreds. 

I find it odd that they don't seem to think the costs you are being charge are not payable. If I was you I'd contact my vets and speak to the practice manager and explain what's gone on with your insurance. If you get no joy with them I'd contact citizens advice. 

I can only go on my experience with Petplan. There was never a problem with them paying out. If your cat has no long term conditions I'd look into moving to another insurance company. Contact them before you take out a policy though because has your cat has had a broken pelvis they might have some restrictions on anything related to that area (such as arthritis). 

I understand why people look for a cheaper insurance but in all honestly you only get what you pay for. 

I hope you can get this all sorted and you are not left out of pocket. 

limefox

LippyDoodle said:

I'm not 100% so don't hold me to this, but I think it was Animal Friends I looked at a few years ago. If it was them I was shocked to read that they didn't cover the cost of investigative work. That can run into hundreds. 

I find it odd that they don't seem to think the costs you are being charge are not payable. If I was you I'd contact my vets and speak to the practice manager and explain what's gone on with your insurance. If you get no joy with them I'd contact citizens advice. 

I can only go on my experience with Petplan. There was never a problem with them paying out. If your cat has no long term conditions I'd look into moving to another insurance company. Contact them before you take out a policy though because has your cat has had a broken pelvis they might have some restrictions on anything related to that area (such as arthritis). 

I understand why people look for a cheaper insurance but in all honestly you only get what you pay for. 

I hope you can get this all sorted and you are not left out of pocket. 

Thank you, its not until now that I look online and see lots of other people have been in similar situation with animal friends and i will definitely be moving my policy to Petplan next. 

I will raise a complaint with the insurer and then if they don't fully pay out I will send it to the ombudsman for assistance, as having done the reading, this clause doesnt seem fair enough to be enforceable when it doesn't seem unreasonable cost to claim.

Sandtree

So £267 for out of hours consultation which your insurers say £200 is a reasonable fee for.  Sounds like they do accept the out of hours was necessary just just not the extent which your vet is trying to charge.

Given you've your own questions, the 2nd night that didnt happen, then worth speaking to them but your insurers have said they'll pay the £200 for two nights -v- the £234.50 charged and so removing the second night will be detrimental to you.

LippyDoodle

limefox said:

LippyDoodle said:

I'm not 100% so don't hold me to this, but I think it was Animal Friends I looked at a few years ago. If it was them I was shocked to read that they didn't cover the cost of investigative work. That can run into hundreds. 

I find it odd that they don't seem to think the costs you are being charge are not payable. If I was you I'd contact my vets and speak to the practice manager and explain what's gone on with your insurance. If you get no joy with them I'd contact citizens advice. 

I can only go on my experience with Petplan. There was never a problem with them paying out. If your cat has no long term conditions I'd look into moving to another insurance company. Contact them before you take out a policy though because has your cat has had a broken pelvis they might have some restrictions on anything related to that area (such as arthritis). 

I understand why people look for a cheaper insurance but in all honestly you only get what you pay for. 

I hope you can get this all sorted and you are not left out of pocket. 

Thank you, its not until now that I look online and see lots of other people have been in similar situation with animal friends and i will definitely be moving my policy to Petplan next. 

I will raise a complaint with the insurer and then if they don't fully pay out I will send it to the ombudsman for assistance, as having done the reading, this clause doesnt seem fair enough to be enforceable when it doesn't seem unreasonable cost to claim.

Glad to help. Just remember to check with Petplan first in relation to any restrictions they might put on your cat with having the broken palvis. They might say it's ok, but best you know first. 

I agree, you need to raise a complaint because it really seems odd they won't pay the full amount for the out of hours vet bill. Pet plan does sometimes send letters to you to say they are having to look further in to your claim and then they get extra information from the vet. 

Good luck and let us know how you get on with things.