Written on: 13/12/2010
In January 2009 we took our dog to the vet as she was scooting and the vet had to empty her glands. She didn't have to have them emptied again until September 2009. Over the next year this was repeated another three times. In September 2010 we enquired about a long term solution and were told it would come to approx. £800. Direct Line said they would not pay as it the 12 month allowed to claim had expired. When I said that we did not think it was an on-going problem when she was first treated so we didn't claim, they didn't want to know.
Upon her last emptying in September 2010, it was noticed that there were two pustules on her bottom, which may or may not have been serious. We were sent by the vet to a special clinic for her to be looked at, and the bill came to approx £650. When we tried to claim for this, again Direct Line refused to pay, saying that it was related to the original symptom (Glands). It was not. It was just something discovered during treatment of the original symptom, but despite sending in letters from our vet and the clinic, Direct Line used this as an excuse not to pay.
We are going to take this matter further by writing to the ombudsman. But I am cancelling the policy and would never use Direct Line for any kind of insurance again.
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