Anyone managed to have an exclusion removed from insurance with PetPlan?

(7 Posts)
MissShapesMissStakes Wed 21-Nov-18 15:05:32

Continuing a previous thread.
I have a 5 month old miniature poodle. No health issues so far...or so I thought!

I recently moved to Petplan after hearing good things about them and bad about Animal Friends (who I was with since we got him).

Petplan decided to review his medical history and put three exclusions on the policy.

Two are fine. Will be short lived and not an issue (hopefully).

Though one is for all respiratory problems. This is because on his initial jabs appointment the vet noted he coughed when she felt his throat. I said he had choked on a bit of plastic/food (not sure which, long story). Vet said ‘oh it will be that then. Just a bit of irritation. Nothing to worry about. He’s not coughed since. Or been in to vets other than flea and worm treatment.

So that has led the this exclusion. The vet had emailed and said in her onion it’s not relevant to any medical condition/all fine.

But they won’t listen! They are insisting on a 12 month exclusion from treatment which will be reviewed only after the time. I have phoned 4 times and emailed but get the same response. 12 month exclusion. He’s had no treatment so I finally got them to say from the date the policy started instead. But still 12 months.

They won’t let me talk to the underwriters. I have emailed Allianz (underwriters) they ignored my questions and repeated the exclusion will be reviewed in 12 months.
I have asked to log a formal complaint and that had to be done over the phone which I have done.

But really what are my chances?

If I change to another company the same will be an issue too won’t it?

So frustrating!

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MissShapesMissStakes Wed 21-Nov-18 15:35:17

Her OPINION! Nothing to do with onions 😂

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Tinklewinkle Wed 21-Nov-18 15:52:01

I have, but it was Pet Plan Equine rather than the regular Pet Plan

DD’s horse had a minor leg injury several years ago - before we had her. The previous owner had called the vet so it was on her records.

PetPlan tried to exclude all legs for any reason from her insurance. I made a big fuss and they did remove the exclusion in the end

MissShapesMissStakes Wed 21-Nov-18 16:16:12

Well done!

I’m finding it frustrating as they say I can’t possobly talk to the underwriters myself but when I emailed them I only had a quick response repeating their exclusions and not answering my questions.

Can I ask how you got them to listen?

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Tinklewinkle Wed 21-Nov-18 16:24:30

I just got shitty - not shouty abusive shitty, but firm no nonsense shitty.

Our vet wrote to them with a copy of the medical records from the time of the incident and also copies of the records from the vetting we’d had done

In the end, I got a letter to say they’d reconsidered and removed the exclusion

Another owner from our yard is in dispute with them at the moment and they are point blank refusing to remove an exclusion - her horse came in from the field with a watery, sore eye so she called the vet. Vet diagnosed that it was inflamed as it had been a windy day, no treatment required and it cleared up on its own after a couple of days - PetPlan have now excluded eyes from her policy - whatever the reason

mrsjoyfulprizeforraffiawork Wed 21-Nov-18 18:32:29

I don't think they will remove the exclusion before the 12 month period is up. My dog had some vomiting (stress) issues with Battersea Dogs Home and they became worried she might have an underlying condition, so they did Xrays, ultrasounds, blood tests for everything imaginable and took lymph node biopsies (thought it might be lymphoma) from many more than the usual areas (my new vet was hugely impressed they even took shoulder lymph node biopsies - she said it is so difficult hardly anyone does that) and sent these off to the Royal Veterinary College for microscopy rather than doing it themselves. All these investigations were negative and they could find nothing wrong with my dog. However, when I adopted her, PetPlan insisted on a 12-month period (from last recorded vomiting episode on Battersea notes) free of gastrointestinal problems of any sort before they would lift the exclusion on cover for these. Luckily, my dog was actually fine and I contacted them after the 12 months and, after I'd got vet to send them records up to date to prove we'd not had any visits re GI matters, they took the exclusion off.

MissShapesMissStakes Wed 21-Nov-18 18:39:38

Wow that’s some in depth investigations Mrs!
They are certainly careful!

They’ve also excluded any gastro intestinal for three months (pending notes) because I mentioned to the vet nurse at his flea treatment that he had a slightly soften poo in an evening sometimes.
He’s a puppy!
But I’m new to this and now I know to keep my mouth shut!

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