Petplan insurance claim

[Lilythepink]

OUr cat took ill and we took him to the vet, and found out he has cancer.  He was kept in overnight for testing and rehydration.  The vets put in the claim for the two days, and treatment, and we are being charged two excesses, because our insurance renewed at midnight on the second day that my cat was in the vets.

I couldn't believe it, our cat's insurance was automatically renewed and because he is 15 years old, it was another 20 per cent twice.  

Is this right, the cat has never been ill and the vet's were suprised that this happened.

 

Is this the usual way they bill people.

[hightail]

It was one course of treatment so I believe it should have been a single excess.  Have you queried it with Petplan?

[hightail]

Have had one thought

- does your vet do their own out of hours cover or do they hand it over to a company such as Vets Now? 

 

Just because it all happens under one roof doesn't mean it happens under one business umbrella so if you aren't 100% sure you need to ask. 

 

If another company takes over the out of hours care then your cat could have been discharged and re-admitted each morning/evening making it separate events on the separate dates. 

 

This would then attract the two excess charges.

[unclebulgaria67]

One claim = one excess.

 

Register a complaint with Petplan.

[Lilythepink]

I did but they say that it the way they do it

[unclebulgaria67]

Had a look at the Petplan policy document.  There is mention of 2 excesses. One for the Vets fees and one for the complementary treatments.

 

Could not find anything in policy document regarding treatment going over the renewal date and a second excess being applied because of this.

 

Think you need to ask Petplan for a written explanation with them pointing to policy document, certificate of insurance where it mentions anything about 2 excesses being applied when the treatment continues passed the renewal date.

[Lilythepink]

Even the vet was surprised.

[Lilythepink]

update on claim. complained to Petplan and they said it was in their terms and conditions, but they did refund one of the excesses as a goodwill gesture.    Apparently it happens all the time, but surely it was one treatment and my cat never left the vet's premises.   

[unclebulgaria67]

Did they provide the terms and conditions they are relying on to work out the claim payments?

 

I have come across this before, where a pet Insurers is seeing each years Insurance as being totally separate,, but have not come across the 2 excesses being applied due to the renewal date happening during the time at the vets.

[Lilythepink]

Will have a look again at their correspondence and post on here