Pet Insurance Decision Reference 2022-0064

Case OutcomeRejected
Subject MatterPet Insurance
Reference2022-0064
Date16 February 2022
Conducts Complained OfComplaint handling (Consumer Protection Code) ,Failure to provide product/service information, Fees & charges applied
Finantial SectorInsurance
Decision Ref:
2022-0064
Sector:
Insurance
Product / Service:
Pet Insurance
Conduct(s) complained of:
Complaint handling (Consumer Protection Code)
Fees & charges applied
Failure to provide product/service information
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The Complainant holds a pet insurance policy by a pet insurance company (the
Provider”).
The Complainant’s Case
On 1 February 2017 the Complainant attended a Veterinary Practice with her dog who the
vet determined was having a "gagging episode." On 8 February 2017, the Complainant
incepted a pet insurance policy with the Provider to cover the dog.
In June 2019 the practice vet referred the dog to a Veterinary Hospital, which the
Complainant contends was for investigations unrelated to the previous gagging episode.
In June 2019, the Complainant asserts that the Provider refused to pay the Veterinary
Hospital fees under her pet insurance policy. The Complainant states the "[the Provider]
maintain the problem was there prior to the commencement of the policy based on the
fact that the ‘condition has the same clinical signs’ as those which the vet noted on the visit
of February 2017.’"
The Complainant relies on a letter from her Veterinary Practice, dated 5 June 2019, which
states that the event in February 2017 has "no bearing on any current or recent issues that
are the subject for investigation at [the Vet hospital]."

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