Vet bills - they are not willing to accept a portion of blame...

[darkcyde]

Hi all

 

We are in the middle of an outstanding account wrangle with our vets...

 

The injury(s) in question was fully covered by our PetPlan cover and dates back some time BUT...

 

One of the excess payments I made in cash - that never made it onto their system - they are saying I still owe it and they won't even entertain the notion that it wasn't entered, or worse someone pocketed the cash.

 

One of the Lab Fees was processed 2 months after the last appointment for that particular illness, which meant the subsequent claim for this was in a new policy year, and was subject to a new excess which meant the entire lab fee was not paid by PetPlan......when questioned why it was processed 2 months after the op, they said that's just the way it is.

 

I had been having email conversations with one of their senior vets early this year about what was claimed, and what wasn't.....before the emailed matter was resolved, they stopped replying.....they are saying they had asked for claim forms and payments in one of the emails which i didn't supply.....it is now too late to claim for these items, and they are saying I need to pay instead.

 

For all of these claims, they had originally been supplied claim forms for, but they failed to submit them.....when questioned about this, they said they don't lose claim forms, I never supplied them.

 

I have offered to meet them half way on the outstanding £315.24, but they have outright refused and say I am responsible for the total amount.

 

They will not accept that they have made any mistakes AT ALL.

 

So, what can I do? Fight it and take the dogs elsewhere....or....swallow the cost, pay it so they continue to care for my dogs.

 

Obviously, this is all my word against theirs, but I was astounded when they wouldn't even meet me part of the way on the cost, given that most of this outstanding amount is due to them.

 

Any advice gratefully received!

[hightail]

I'd suggest your first port of call is to ask Petplan for a copy of all records and work out what exactly was paid for and when. Do the same with the vets. If necessary do a Subject Access Request.

[citizenB]

Did you not receive a receipt for the excess that you paid in cash ?

[darkcyde]

Did you not receive a receipt for the excess that you paid in cash ?

 

Unfortunately not, or I don't have it anymore......they are talking about a payment that was made nearly 18 months ago.