Petpan Pet Insurance - Stopped Paying

[woo19771]

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Hi folks,

I've a Golden Retriever, Ollie who is around two and half years old. He suffers from anxiety and the vet has given him various treatments including Selgian and the use of a DAP (Dog Appeasing Pheromone) Diffuser (like a glade plug-in but full of female pheromone).

Ollie is now off the Selgian and the DAP works a treat. Petplan had been great and had met the cost of the treatment, including the DAP. They have recently denied my claims saying that they paid for it previously outside their terms and conditions and shouldn't have. That it is a complimentary therapy etc etc..

My question is has anyone else had a similar experience, what happened? Did you have any joy?

Anyone a legal expert - i would have thought this is breech of contract? They have paid for previoulsy and therefore set a precedent... i'm no expert in UK law. Any ideas?

At the moment my Vet is writing to them but they have indicated that their final decision is that they won't pay. So I then need to take them to the FSA - has anyone experience of this? Were you successful?

Any information or advice anyone could offer would be great.

Thanks

Tim

 

[~Helen~]

Just bumping this up to the top for you, Tim - sorry I can't help, but hope you get some answers soon

 

[woo19771]

Just bumping this up to the top for you, Tim - sorry I can't help, but hope you get some answers soon

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Thanks Helen - I'll give it another helping hand back up!!

Cheers

Tim

 

[annlouise]

Hi folks,
I've a Golden Retriever, Ollie who is around two and half years old.  He suffers from anxiety and the vet has given him various treatments including Selgian and the use of a DAP (Dog Appeasing Pheromone) Diffuser (like a glade plug-in but full of female pheromone).

Ollie is now off the Selgian and the DAP works a treat.  Petplan had been great and had met the cost of the treatment, including the DAP.  They have recently denied my claims saying that they paid for it previously outside their terms and conditions and shouldn't have.  That it is a complimentary therapy etc etc..

My question is has anyone else had a similar experience, what happened?  Did you have any joy? 

Anyone a legal expert - i would have thought this is breech of contract?  They have paid for previoulsy and therefore set a precedent... i'm no expert in UK law.  Any ideas?

At the moment my Vet is writing to them but they have indicated that their final decision is that they won't pay.  So I then need to take them to the FSA - has anyone experience of this?  Were you successful?

Any information or advice anyone could offer would be great.

Thanks

Tim

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​

my dog was with pet plan, or so i thought. i had been paying my subscription but, when i needed to claim for something they told me that that subscription was for the first 12 months of his life only. after that it automatically stops, and you move up onto another price level.

this is all well and good but my dog is now 3!!

they hadnt written to advise me at all, so when i claimed, they announced that they couldnt pay!!!

i find it all very bizarre and was never told this in the begining......

so future petplan customers beware, that it is for the first 12 months of you owning the pet, after that your snookered if you need to claim, make sure you are covered!!!!!

 

[~Helen~]

Can any other Petplan users comment? If this is a common problem, I'll put this thread over in FAQ on the general pet insurance thread because people need to be aware :unsure:

 

[woo19771]

Can any other Petplan users comment? If this is a common problem, I'll put this thread over in FAQ on the general pet insurance thread because people need to be aware :unsure:

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Despite this problem/issue I must admit that Petplan had been fantastic. Ollie had suspected pasteurella (spelling?!) and they forked out around £600... no problem. Then he ate someones xmas pressie and we thought it had thin wire in - again around £300 (it wqas over Xmas) for overnight, xrays etc... And more recently he's had Struvite and again they've coughed up for food etc...

So in general no complaints - just this issue of principal now...

 

[chelynnah]

I was with Petplan until about a year ago when I switched to M&S. I had NO problems ever claiming with them and would have stayed with them, but found equivalent coverage for a lower price. That was the ONLY reason I moved. I had no problems with their service and made several claims.

Wendy

 

[kris]

did they make it clear to you that under the terms of the policy they didnt have to pay out but were doing so anyway?ive never used pet plan.i heard some bad stories years ago about them making up terms that werent in the original contract like oh we dont insure for congenital defects etc.ive always used D.B.I. and ive always been happy with them.take your policy to a solicitor who specialises in insurance claims and get half hours free advice and proceed from there. )

 

[terryc56]

I was with Petplan until about a year ago when I switched to M&S.  I had NO problems ever claiming with them and would have stayed with them, but found equivalent coverage for a lower price.  That was the ONLY reason I moved.  I had no problems with their service and made several claims.
Wendy

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Sorry to upset you Wendy but D.B.I. were taken over by pet plan last year so take care....TerryC

 

[terryc56]

I was with Petplan until about a year ago when I switched to M&S.  I had NO problems ever claiming with them and would have stayed with them, but found equivalent coverage for a lower price.  That was the ONLY reason I moved.  I had no problems with their service and made several claims.
Wendy

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Sorry to upset you Wendy but D.B.I. were taken over by pet plan last year so take care....TerryC

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Apoligies that reply should have gone to Kris(Iclicked the wrong reply button)...TerryC

 

[kris]

lol! i gathered that by reading it! oh well,i might try M&S then! :- "

 

[~Helen~]

M&S covers complementary therapies up to a certain value :thumbsup:

 

[masta]

i used to work with private medical ins, normaly any insurance be it pet or human will only ever pay to the terms of the policy (buyer beware etc) so in hindsight you have been fortunate that they paid at all in legal terms they may be able to claim back.

i have just signed up with M&S and spent ages going thro different companies policys on the internet etc, some are just not worth having also it depends on what require

Patrick

 

[woo19771]

did they make it clear to you that under the terms of the policy they didnt have to pay out but were doing so anyway?ive never used pet plan.i heard some bad stories years ago about them making up terms that werent in the original contract like oh we dont insure for congenital defects etc.ive always used D.B.I. and ive always been happy with them.take your policy to a solicitor who specialises in insurance claims and get  half hours free advice and proceed from there. )

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No they didn;t make clearat all - and they paid around six claims for the stuff. So it is not like it was a one off mistake. Like you say it appears they have just decided not to pay.... no changes to the T&Cs at all.

 

[woo19771]

i used to work with private medical ins, normaly any insurance be it pet or human will only ever pay to the terms of the policy (buyer beware etc) so in hindsight you have been fortunate that they paid at all in legal terms they may be able to claim back.i have just signed up with M&S and spent ages going thro different companies policys on the internet etc, some are just not worth having also it depends on  what require 

Patrick

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They paid several times (around six in total) - all according to them, outside their own T&Cs. Sorry don't buy it - they set a precedent by paying and continuing to pay - custom and practice.

 

[kris]

i agree.once i could imagine them getting away with by saying it was a mistake.but 6 times!no way!they have set their own precedent by paying out so many times.these insurance companies make me cross.theyll try anything to wriggle out of paying up.go see a solicitor who deals in insurance claims and get some free professional advice. :thumbsup: