I'm not 100% sure if this is the correct forum so feel free to move if needed.
My dog has a lifetime insurance which renews yearly on June 20th.
Last year in July he had a tumour removed which proved to be cancerous, he was refered for scans at a specialist vet and scanned clear; all this was paid upfront and reimbursed minus the excess by ASDA insurance.
In February of this year he went for further scan where we had arranged (over the phone with the vet) for the veterinary practice to collect direct payment from ASDA insurance.
They failed to put in a claim within the 60 days limit.
In August this year he went for further scans and a biopsy which showed the cancer had metastasized in the lymph nodes and he subsequently had an operation where the offending nodes were removed.
Upon being asked for a signed claim form by the vets we queried the amounts due and they seemed anomalously big from what we had been quoted.
After receiving a written statement of accounts it turns out that the veterinary practice has only claimed for the February scan bill at the same time as the August scan which means that the £1688.13 bill has now come from this year £7500 cover rather than from last years meaning we are now short of cover by this amount for the current year and probably already owing money to the practice.
So my questions are:
- Can I try and get the insurance company to change the billing so that I am not short of cover this year?
- Failing that what are my recourse in trying to get the vet practice to recognise their fault and make good on the loss I suffered? (bearing in mind continuous check and treatment will be required and I don't want to fall out with them ideally)