Petplan - What a disgrace!

Freddie10's Comment

Written on: 29/03/2013

Sounds very similar to my situation actually, what was the outcome? I have a 2 year old exotic persian cat who was registered with petplan from 9 weeks old, i was not given a choice of policy's but was just put on a 12 month one. In january i noticed black marks on his eyeballs and took him to the vet who told me he had 'corneal sequestrums' he needed an operation soon as they were quite aggressive and would blind him eventually, she referred me onto an eye vet about an hours drive away, i was quite shocked and upset but called petplan before i went to see if i was covered as it was going to be costly, the agent responded 'yes his eye's are covered' which says to me go ahead with the visit to the vets. He was booked in for the operation the following day, before this the vet also called petplan to who again said we were covered, the op and his treatment went ahead and i was told the claim would take 10 days to be processed and payed out. After making 5 phone calls and 7 weeks later i was then told it's been rejected as he had an eye ulcer 18 months previous and they said he has exclusions on his eyes, as you can imagine i was fuming so i called the vet who did the operation and she said the condition is not related, so she faxed a letter over to them advising sequestra has nothing to do with the ulcer, i have now received another letter from petplan still not accepting the vets letter, absolute disgrace, so i was told he was covered, the vet was told he was covered and now they are refusing to pay £2800, i have been mislead and landed into debt that petplan had no to right to do. I am going to see a solictor as i know this has been handled disgracefully, i will not let this go. Will not recommend. they also said they he had the exclusion on the account but several advisors failed to see the exclusion? maybe because they never had it on the account as they never requested my cats medical records until 6 weeks after the op, what a joke, we should have been told he was not covered before the op not 7 weeks later, after telling me 'yes his eyes are covered' petplan just doesn't want to pay out.