Pet insurance refusal to honour preauthorisation. Help desperately needed.

[Lhg]

Hi, Really hoping someone can advise me. Last year the vet told me that my dog needed dental treatment/annual cleaning. As it's very expensive I had to get preauthorisation. The pet insurer (Vets Medicover) agreed to the pre-authorisation in January 2014. The dog's teeth were cleaned in the end of March 2014 and a claim form was sent. I have now received a letter saying that Vets Medicover will not cover the treatment as the underwriter/insurer was changed in March (from Qudos to Elite) and they will no longer agree to payment because of the change. However, I was not notified of the change or that I had to get the dental treatment done within a certain time, only that it was in the terms and conditions. The policy was automatically renewed by Vets Medicover in March and at no time was the dog not covered by the company. Also the direct debit on my statement states that Vet Medicover is taking the money from my account and not these other companies. The claim form refers to Vets Medicover Insurance and not the underwriters Qudos or Elite.

The bill is huge and the vet informs me that I am liable. I have argued with the company but to no avail. I would have no agreed to to the dental treatment if I knew I would have to foot the bill. Would be incredibly grateful for any legal advice. Thanks.

[des8]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

What is the renewal date of your policy?
Do you have a copy of your policy wording you could post up, so we can compare it against Medicover's current policy wording (which is on line)
Do you have written proof or written confirmation of the "preauthorisation"?

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Hi, thanks for answering.

Yes I have a written confirmation of the authorisation. The renewal was on the 15th March. Not sure how to attach the policy on this thread, but it seems similar except reference to Elite as underwriters, rather than Qudos.

In the letter from Trent Services (not sure who they are but they seem to represent qudos) they state that they were unaware of the change in underwriters and "Had your policy been renewed with Qudos Insurance A/S his treatment would have been covered as it is the date of the veterinary treatment that governs liability in this policy." The latter is what I had thought, which is why I've been so shocked. So Vetsmedicover are not taking responsibility, Qudos are saying that as they are no longer underwriters for Vets Medicover they won't agree to the loss.

It's an incredibly frustrating situation so any advice would be really appreciated.

[des8]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

So your policy was renewed after they had authorised treatment but before the dental work was carried out.

We really need to see exactly what was said on the renewal invitation, which presumably you received towards the end of February,
and the new policy wording, as well as the previous policy.

Follow this vid to upload documents (removing personal details, policy number etc) https://www.youtube.com/watch?v=BjnPAhAdxZQ

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Yes, that's correct. Will try to upload the docs tomorrow. Thanks again.

[Mr $quanda£ot]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Isn't this just another example of the fact that most of us are better of saving for a rainy day, and not spending a penny on any insurance policies?

[des8]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

No it isn't! When our house burnt down and we lost everything i was damned pleased we were fully insured

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Dear Des8,

Here's the policy renewal invitation on February 17th, which mentions the change in underwriters, but no implications - i.e. that a preauthorisation for treatment would no longer be valid. I've also included the policy from 2013 and 2014.

I hope I have some ground to fight this, as I'm not working at the moment and there's no way I can pay a bill that's nearly a £1000.

Thanks so much for any help.

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Hi, Just to clarify, Trent Services (Qudos?) seem to be saying that although I took the policy out with Vetsmedicover, I was really taking the policy out with the underwriters - Qudos and that the policy only covered anything that happened within the period of insurance i.e. one year, which ended on March 15th this year. Thanks again.

[des8]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Just back in, thanks for the reading matter

You should also have a "schedule" for both periods. Could you please post those as well?
Thanks

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Hi, thanks for going through the docs. What's a schedule? sorry for any obvious questions!

[des8]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

With the policy wording you should have received a sheet headed "SCHEDULE" which lists among other things:
name of insurer
the insured (you!)
address
pet
what parts of policy wording are applicable
start date
period of cover

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Hi, Just checked - I have a feeling that the schedule is in the policy? Hope I'm right.

[Lhg]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

Hi, strange - I have the one for this year (Elite), but not for Qudos (2013). Not sure I can take out the personal information. Policy start date is 15/3/2013 and end is 14/3/2014 - and is headed as follows: We are pleased to confirm your acceptance and welcome you to VetsMediCover Insurance. This is your certificate of insurance, please keep this for your records.
All pre-existing conditions and any that have been declared as part of this application will NOT be included in the cover offered under this policy.

Statement of Price
Annual Premium	£336.00	includes Insurance Premium Tax (IPT) of £18.96
Monthly Amount Payable	£28.00	includes Insurance Premium Tax (IPT) of £1.58

Please read this letter and your attached documents carefully to ensure that all the details are correct. We suggest that you print them off and keep them in a safe place.

Certificate of Insurance VetsMediCover Insurance is underwritten by Qudos Insurance A/S which is authorised and regulated by the Financial Services Authority UK authorisation number 571608.t On the current policy (termed Diamond life time cover: https://www.vetsmedicover.co.uk/cover-explained) the policy starts from 15/3/2014 until 14/3/2014. Both are annual premiums. What else do you need to know? Will have another go at editing. Thanks so much.

[des8]

Re: Pet insurance refusal to honour preauthorisation. Help desperately needed.

NOPE!
The schedule will be a separate document, by reference to which one knows who and what is covered for how much and for what period.

At this stage I would advise I have concerns about Vetsmedicover as they don't show an address on any of their documents, don't appear to be members of any trade organisation, are fairly new, change their underwriters yearly and seem only to use overseas companies.
They are however registered with the FCA,

Have just discovered an address for complaints, but not a registered office