A Guide to Pet Insurance (for Cats): Making a Claim
A Guide to Pet Insurance (for Cats): Part 3 – Making a Claim
You can undertake treatment before contacting your insurer in most cases; however, if you’re worried about the cost of treatment you may want to get in touch with your insurer first. They usually can’t give you a ‘yes’over the phone but they can tell you if something definitely won’t be covered. If the treatment is costly they may be able to get an estimate proforma from the vet and give a provisional decision. If you’re concerned that you may not be covered, speak to your vet and talk about the payment options.
When you call your insurer they will probably take some brief details over the phone before sending out a claim form. If you try and claim for something that is definitely not covered (for example, a scale and polish or a claim for something your pet had prior to the policy start date) you will usually be told over the phone rather than having to submit a claim form. Once your claim form has been submitted, your insurer will assess the claim and either accept it, decline it or request further information from your vet (such as your pet’s notes). If the claim is accepted, there may be parts of it that aren’t covered (such as food or complementary treatments if these are excluded under your policy).
If your claim is declined the insurance company should explain the reason why and the exclusion that your claim falls under. You may receive this in writing or be notified by telephone. It may be at that stage that you understand the reason the claim has been declined. However, if you feel the decision is incorrect, feel free to ask for more information. You may want to query what information they used to make their decision. The most commonly disputed claims are pre-existing conditions. As them to explain what they’ve seen in the medical history that makes them think it is a pre-existing condition. Discuss it with your vet and see what they think. Don’t be afraid to write back and question their decision. Their decision may remain unchanged but at least the reasons will be clearer to you.
Next part: Complaints