Animal Friends Insurance Co

Re: Animal Friends Insurance Co

Rob Loxley — Sat, 02 Jun 2012 14:31:50 GMT

[quote user="Bob Russell"] I replied that I had not had full toxicology done so cannot be 100% sure. Too much CSI watching.[/quote]

My current case with Petpals refers to a subcut abscess that was surgically explored and a drain put in and the animal administered broad spectrum antibiotics. The claim went in under the 'infectious disease' scope of the policy. It was rejected as no organism had been positively identified that confirmed an infectious disease. How is the vet (let alone the client) supposed to know in advance the minutiae of the insurance company's requirements, and why should I spend more of the client/insurance company's money on culturing an infection that would be expected to (and did) resolve with empirical antibiotics??

Re: Animal Friends Insurance Co

Bob Russell — Sat, 02 Jun 2012 10:52:05 GMT

I tell clients that our practice will not do direct claims with AFI or E&L and let them draw their own conclusions. The reasons to reject claims seem to be getting weaker and weaker.

More Than rejected a claim for a cruciate rupture on the grounds of a brief (less than one week) lameness last year. I cannot tell if it was a cruciate injury a year ago not can they and as the dog was back to normal the next week there was no follow up investigation. The difference is that More Than are reconsidering the claim and AFI either will not or can take up to six months to process an 'appeal'.

Moving the thread sideways a bit - are other practices getting a phone call from More Than each time there is a claim submitted? This is our recent experience. the most recent one was a claim for a vomiting dog that had been eating garden bulbs including lily's and they asked if the dog had definitely been poisoned. I replied that I had not had full toxicology done so cannot be 100% sure. Too much CSI watching.

Re: Animal Friends Insurance Co

Rob Loxley — Sat, 02 Jun 2012 10:13:15 GMT

Have to say I've not had any issues with AFI (tempting fate there)

Have had much more issues with Petpals direct and their ludicrously narrow areas of cover (one client in correspondence with the Ombudsman)

Sadly it seems that as the cost of payouts has gone up, to maintain sensible premiums more and more insurers are cutting cover and adding even more bewildering terms and exclusions

Even when thinking about Petplan - do you know what % of your clients have their 12 month (as opposed to lifelong) cover?

Re: Animal Friends Insurance Co

james herriot lied — Sat, 02 Jun 2012 08:58:58 GMT

On the basis of experience, I wholeheartedly agree with you, Jonathon. Fortunately, I don't see that many AF-insured animals, but always wince internally when they're presented and make sure that the client pursues a firm line of questioning with them before we perform any non-emergency procedures.

However, as we're not allowed to discriminate between insurance policies in front of clients (anybody been taken to task for this lately?), you might be open to some comeback from the company - who are unlikely to roll over, given their current and previous attitudes towards making money. I do wish you the best of luck, though.

(Me? I have a quiet word if they look like going anywhere near E&L/AF. I ensure that my advice is sufficiently generic to roughly follow the rules, but the point generally gets across)

Re: Animal Friends Insurance Co

Stephen Courtney — Fri, 01 Jun 2012 22:39:15 GMT

I encourage clients who have been let down to go to the ombudsman, it can be very effective in making companies rethink their stance.

I also encourage clients to be very careful about who they insure with, and take time to discuss how the various types of policies work. i advise that they consider self insurance , at least in part, and advise great care with comparison web sites. I also advise that they think twice before switching insurers if they have ever been to the vet for an illness or injury however trivial.

I'm surprised that Animal Friends has aquired such a smelly rep, i thought they were reasonable, but it is some time since i dealt with them.

The biggest surprise i have had lately is Tesco's new accident and injury only policy - it is really cheap, and i have had 2 clients in showing me the leaflet saying how good it looked - till i pointed out what it didn't cover. then it didn't look so cheap.

I must admit if i was an insurer i would charge higher premiums to cats that have outdoor access, always wondered why they don't.

Re: Animal Friends Insurance Co

Shelley Doxey — Fri, 01 Jun 2012 20:31:32 GMT

very very good idea

Re: Animal Friends Insurance Co

Ian Mostyn — Fri, 01 Jun 2012 18:05:37 GMT

I am not sure whether it will work as AF will do what they want anyway but it sounds like a good idea. They seem to be a very awkward company to deal with - they refused a perfectly valid lameness claim because they only pay out for fractures. I have suggested to someone that they contact the ombudsmen to get their money back as the policy is unfit for purpose. I would be interested to see how it works out.

Ian

Re: Animal Friends Insurance Co

Hannah Wynne Richards — Fri, 01 Jun 2012 16:22:55 GMT

Good idea

Wynne