Back in March I posted this blog, http://wp.me/p24jhX-2M0 ; concerning my dog, and companion, Coco, and the re-occurrence of a growth on his left eyelid.
This time there were complications, and over the next 4 weeks, the poor little fellow had to have two more operations. I’m happy to announce, that for now, all is well and that his eye and eyelid are back to normal.
The growth, being under the eyelid and therefore not visible, had caused some fairly serious damage to the eye itself.
For some weeks; I lost track of how many, I had to administer an ointment directly onto the eyeball, three times daily, dropping to twice daily in the last week. After the final operation I had to administer 14 ml of an anti-biotic orally each morning with his breakfast.
Believe me, I was frazzled by the end, but I must report that my Coco was a gallant little fellow, the whole way through.
Unfortunately, there is one sour note. Isn’t that always the way?
The doctors and staff at the Annandale Animal Hospital, are a very caring and obliging set of people, and they go out of their way to help not only our pets, but the owners as well.
They don’t have to do it, but they do. They’ll handle the insurance claims for the owners who do have pet insurance.
After the first operation I paid the bill and submitted it and my claim to ‘Petplan, the pet insurance people’ as they like to call themselves. This organization was recommended to me by the Vets at the University of Sydney Veterinary School.
When we first moved down from the ‘Northern Beaches’, to the ‘Inner West’, we took Coco there for his annual injections; until we discovered the A.A.H. and they recommended Petplan to me.
Petplan policies are underwritten by the firm MS Amlin Underwriting Lloyd’s Syndicate 2001; having been an insurance man, for many years, and a claims manager for a Lloyds Broker, I was quietly confident that I’d taken out decent insurance. How wrong can one be?
As I said earlier, I submitted a claim after the first operation, and in what was a very reasonable time, I received a cheque for the expense incurred, less of course the excess payable; which because of Coco’s age carries a loading. The excess came to around $335.00.
The second operation, there was no charge from the hospital; told you they were caring people; the only charge is for the eye ointment I mentioned before, which reminds me; I still have to claim for that, getting a bit forgetful.
However, the third and final operation incurred a fee, fair enough, a fairly big operation, I paid the account, and the receptionist said that she would submit the claim to Petplan for me, as the surgeon hadn’t filled out his part of the claim form. I accepted her offer, they had done this for me, on a previous occasion.
Now for the sour note.
Would you believe that Petplan decided that this third operation constituted a NEW claim and therefore another excess was applicable.
Yes indeed, the same eyelid, needing further medical attention, had nothing whatsoever to do with the original operation performed less than 3 weeks previous.
When I rang them to enquire what was going on; I was told that it was something entirely different, apparently the doctor, on the claim form, had used a different word to describe the operation, and therefore it was not the same ailment and therefore another excess was payable.
No effort on my part could make the people, I spoke to more than one, see that this is indeed the same ailment; and flatly refused to reconsider their position. Had I have been the claims manager I’d have fired them all!
Naturally I was riled, and lodged a notification of dispute, with the Insurance Ombudsman in Victoria, I expect a resolution, in my favour, in a month or so. Meanwhile the Doctors at the hospital are going to send a full report to Petplan which will , hopefully straighten them out!
I am not amused! 👿
It seems that MS Amlin Underwriting Lloyd’s Syndicate 2001 are having a bit of a rough trot at the moment, ratings agency A M Best has downgraded the ‘Financial Strength Rating’ (FSR) of MS Amlin Underwriting managed Lloyd’s Syndicate 2001 due to what it describes as deteriorating technical performance.
Thought you’d be happy to know that bit of useless information. Does it surprise you?
You may have noticed that there hasn’t been much activity on these pages, the past few weeks. I haven’t been giving much attention to this, or my email, with the worry of my Coco. He takes precedence over all else. 🙂