How long would you expect to wait for an insurance payout?

(14 Posts)
LibidinousSwine Tue 01-Dec-15 07:39:08

DDog2 had an injury recently that required surgery. He went in on 13 November, out the same day with a checkup the following Wednesday. I duly filled in the claim form (Kennel Club Healthcare) and handed it over, to be told they wouldn't send it until after the check up "in case of extras"

Now in my past (at the time extensive) experience, a claim form was sent off ASAP so that the cost could be reclaimed quickly. My vets no longer entertain the idea of a direct claim and credit accounts are but a dim and distant memory so I am still out of pocket over two weeks later. So how long should I expect to wait? In the past my claims have been turned around in 48 hours so I suspect it's a delay at the vets end hmm

I may sound a tad petulant but the reason I pay for insurance is because I cannot afford a large bill indefinitely. Is it unreasonable to have to wait so long?

Lonecatwithkitten Tue 01-Dec-15 07:49:43

It varies between insurance companies, but the range in my extensive experience ( we submit two thousand claims a year) is between two weeks and 6 months for payment.
Waiting for the final check up is not unreasonable as it takes nearly as long to complete an insurance claim form for a couple of items as it for an extensive list, around 30 minutes a form which vets can not charge for.

LibidinousSwine Tue 01-Dec-15 08:22:04

I dimly remember my previous claims being quicker though I think confused As I said though, those were the heady days of direct claims and credit accounts <wistful sigh>

It just strikes me as slightly counterproductive to leave clients out of pocket for long periods of time, though I appreciate what you mean when you say it is now common to wait until a case is closed before submitting the paperwork (tomorrow will be two weeks from the date his case was closed though) TBH the final amount after excess will only be about £150 so it's not a bank breaker, but I'm still miffed nonetheless hmm

Lonecatwithkitten Tue 01-Dec-15 08:33:38

Most of the delay is almost always with the insurance company. We are a small practice, but manage to complete claims within 7 days of being given the form. But the questions from the insurance companies are relentless and often they just keep asking the same question over and over again.
We do do direct claims, but we do make a charge for that as sometimes we can wait up to 6 months for the money and the insurance companies won't discuss the claim with us.

Floralnomad Tue 01-Dec-15 08:37:52

When my dog had X-rays earlier this year I got the money back from the insurers in about 3 weeks , I know my vet turns forms round pretty quickly but they do charge a nominal fee . I'm with direct line and I've always been paid promptly and with no issues .

LibidinousSwine Tue 01-Dec-15 08:47:32

Actually I lie, my vets will do direct claims but only if you use PetPlan, which I don't for DDog2. It also takes a series of mini interviews with at least one partner.

I suppose they would consider each case on an individual basis and I would like to imagine they would be more accommodating for a larger claim but who knows. I had no idea the vets would be unable to liaise with the insurance company in the case of a direct claim though <everyday a school day>

ChairRider4 Tue 01-Dec-15 11:43:42

I never realised that as I would then actually be screwed as could not come up with large sum .Which is why I have pet insurance

Lonecatwithkitten Tue 01-Dec-15 11:57:37

The only time we can discuss the details of the claim with the insurance company is if you as the policyholder put in writing that you authorise the practice to discuss the individual claim. This can make assisting vulnerable clients in making insurance claims very, very difficult.

ChairRider4 Tue 01-Dec-15 12:37:43

What happens then if you have insurance but can't afford to pay out of pocket for treatment

cathpip Tue 01-Dec-15 12:58:13

You would like to hope chair that your vet would offer a payment plan till the insurance comes through, though a lot don't. Our dog had extensive knee surgery just before Xmas a few years ago, vets got the claim form off straight away and agreed with us that payment could be held till the end of the January as the bill was nearing £2000, luckily insurance coughed up immediately so we were able to settle the bill just after the new year.

Lonecatwithkitten Tue 01-Dec-15 13:02:50

We ask clients to pay us the excess plus a direct claim fee and then claim direct.

LibidinousTurkey Tue 01-Dec-15 18:22:13

Oh yes, I have always paid the excess up front.

WeAllHaveWings Thu 03-Dec-15 21:35:02

Both times we claimed with petplan, they paid the vets direct and we got bill from vets later for the excess only.

ChairRider4 Thu 03-Dec-15 21:42:17

Oh the excess I could pay but once running over £250 I would struggle

Yikes if they would not accept direct or a payment plan I only be left with Pts option
I hope day never comes when I need test that out

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