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“Avoid avoid avoid!”

written by stantu1 on 07/12/2014

I had previously insured my last dog with Petplan and found them to be really helpful so went ahead and insured my new puppy with pet plan as soon as the 4 weeks free insurance he came with had run out. They offer a 4 week initial period where they will pay for accidents but not illnesses. Well my bulldog pup got swiped in the face by another dog during this time and had his eye scratched. He wasn't opening his eye so took him to the vets on Xmas eve last year. I paid for this and did not make a claim at all.
When he was about 5 months old I noticed he had quite weepy eyes, the vet sent us to a specialist as he had quite a common bulldog problem where the saggy eyelids cause the eye lashes to turn inwards and irritate his eyes, so essentially he needed a bit of an eye lift. As he was only 5 months old they didn't want to take off too much from his eye lids as his head was not fully grown, so said he'd need another op.
They paid the initial claim for the first op at 5 months and then sent us a letter refusing to pay any further claims related to his eyes or the surrounding area as we had failed to give them information about the scratch when he was a puppy and the 2 issues were related and as the scratch happened in their 4 week introductory period eye issues should never have been covered.
Our vets tried arguing with them, and they still say that a scratch in one eye is related to eye issues in both eyes.
They have recently sent through policy renewal documents which put his premiums up to £100 per month and still exclude all eyes. I am now looking to move insurance policy.
Disgusting customer service and will avoid paying at all costs. Avoid avoid!