Can the vets take my money and refuse to put insurance claim in?

[Vet]

I signed up for a wellness plan for my dogs. It was 20 a month with several benefits /discounts.

When I lost my job I had to cancel it. Because I cancelled before the year was out they said I owed them back the amount I recieved in discounts for treatments/consult fees etc. Around £250

Ive just moved house because I couldn't afford my rent anymore etc so just haven't sorted it out yet.

Yesterday I thought my dog broke her arm.

I didn't even think about the 'debt' as she was in so much pain.

I took her in. They said she needed Xrays etc...

On the way home they phoned and said they needed a £250 deposit as it was an emergency situation or something

I only had 200 in the bank so had to borrow 50

I called back and paid the 250.

When I collected her I had to pay another 490 which I borrowed during the day from 5 people.

Today I called the vets and asked them to put my insurance claim through

I got a text from the insurance saying a claim had been made for £490

I rang the vets and said there was also£250 tha I paid in the morning.

And she said

Well it says on your file you owe us that for your wellness plan

I told her I would sort that but it's a completly separate issue. That I only had 200 in the bank yesterday that was my gas and electricity money, that I had to borrow the other 500

And I need it all back from the insurance because I literally have £10 in my account and I have children!

She said she would speak to the manager and call me back.

I feel like that took the 250 'deposit' on purpose for this?

Can they do this? Say its a deposit for an xray then take it for something else?

I have no issue paying them but I can't do it this way, right now. I have nothing in my bank now

Also she said I have a note on my account about it

So why did no one mention it at all yesterday?

I'm not disputing I owe the money and I will pay it but surely they can't do this?

He's still my husband on paper, we're not divorced. We were married 16 years and it's a hard habit to break saying dh,

And yes he left me, he has a new life without us but he's also not a complete prick and I don't drive so he took me to the vets with her as I tried for 30 mins to find a taxi that would take dogs and had no luck.

They haven't. I'm still waiting for the insurance money back.

But the vet just refunded the 250 which makes no sense to me at all, I dobt understand why they didn't add it into the insurance claim so they got it back? But I also wasn't going to complain.

It's still nit actually hit my bank yet.

And yes EX DH has money but I don't want to ask him. I'd rather ask for little bits from my family

Asking for a lift is different to asking for money

You will be on a sticky wicket here. It will be their word against yours and there was an outstanding debt on the account. It would be normal protocol to clear the debt prior to treatment.

They've been very good to refund you. They couldn't add it to the claim because debts incurred by opting out of a wellness package would not be covered by your insurance

So I'm in a really shit situation. I lost my husband, my family home, my job. I won't lose my dogs. To people saying I shouldn't have them. I'm going to build myself back up from this. I'm not giving up on my dogs, they would never give up on me. It won't be this way forever.

I pay for insurance, they have everything they need. Yes I'm struggling but I guarantee they would rather be by my side as I struggle than be in a dog shelter somewhere scared and alone.

I'm really glad the vet found a solution, @Vet. Of course they're better off with you. Someone always has to have a dig on here, sadly.

Good luck for the future.

That’s for being a good person and not even considering giving up your animals.

you will get through this! Good luck!

Well don't hold your breath with the insurance coming back to you, one of my dogs had both her cruciate ligaments operated on at the same time and that took three months for the payment to be made and only two thirds of the cost was paid out. I still had to pay over £2,000. I wish you luck but it can take its time.

I received it today. Minus the excess.

Animal Friends is nayine wondering. Very simple.

If anyone *

I didn't even have to contact them. Vet did claim Friday. Full amount minus my agrees excess in bank today.

Wow, you were so lucky. That company is very good. Did you get the full amount as well?

The vet refunded the first 250 payment and they put a claim in for the other 488.
Out of the 488 I got 329 as I have 159 excess.

They didn't add the £250 to the claim because it wasn't related to the leg injury. It would be insurance fraud to do it and make them criminals.

It absolutely WAS.

I was told the £250 was a deposit for her treatment and it was so they could start her treatment and take her xrays.

They didn't mention anything about the money owed.

They phoned me and said as its an emergency case we need a 50% deposit of the estimated treatment cost which is £500 (it ended up being 750 ad she needed to go under a general anesthesia as she was freaking out to much even with a sedative)

They made it very clear to me the 250 was in direct relation to her having xrays and therefore would have been insurable.

IF they took it to cover debt they lied about it. Because she told me very specifically it was a deposit for her treatment.

It doenst matter now because they refunded it but they absolutely told me the 250 was 50% of her xray cost.

And I signed a form stating they expected the cost to be 500 to 750 and she called citing that form when she asked for the 50% deposit.

No advice, sorry. Just wanted to say that your clearly a responsible and loving pet owner - no idea why your getting such a shitty time on here
from certain posters. 🙄You know who you are.

Hope your dog is ok. Things will get better.

If anyone claims benefits you may fall into the PDSA vet treatment areas. You can check online.

But the vet just refunded the 250 which makes no sense to me at all, I dobt understand why they didn't add it into the insurance claim so they got it back?

This statement here is why I said it would be fraud. You are suggesting they add money your previously owed to an unrelated claim.

If the £250 you owed previously was not part of the leg injury, they could not put it on the claim and get it back. That would be fraud. This is not that hard to understand. You have already said they claimed the £480 for the leg. They refunded you £250, which you do in fact still owe them. They can't claim that from insurance if it was for routine health care, previously owed, nothing to do with the leg etc.

What I think probably happened here is simple human error. They took the deposit. When all the charges were added to your account, it showed a total outstanding on your account of £480, so the receptionist, not unreasonably, asked for £480, not seeing that £250 was unrelated. Vets don't usually run credit accounts, they expect payment in full.

If the vets know you, and know you're going through a tough time, they'll work with you to resolve things as it seems they've done.
When we had our dog put down unexpectedly last year, they told us to not worry about paying there and then, and to phone the next day. It meant the world to be able to just go out to the car after we'd said goodbye to our boy and not have to stand in the public reception area in an emotional state.
I hope your doggie is ok and not too badly injured.