Insurance rant. Help needed

[doodle]

I know things are complicated with Robin and claims just now but I am about to beat my head against a wall. Claim for lameness delt with and claimed and paid. Only issue is the now blanket “lameness in both hind legs” exclusion. They say they need a diagnosis which they have had, they have paid the treatment for the diagnosis. So need an email from vet.

Then he also has a claim for his ulcers. Claim form in, accepted and paid out. However treatment is on going and another 2 invoices sent

Then what they are claiming “lethargy” for what was anaemia and a lung infection.

Asked vet if related he said no so put in a new claim. Filled in form, vet filled in form and sent off. I then get a claim ref number and they ask if the 2 conditions are related. So they must have had claim form. They would not accept my word and wanted the vets word. Which he duly did. I send off the continuation form and invoices. I get “you need to send a claim form”. I point out I have sent one, I have a claim ref and they queried the claim so they must have had form. They message vets and asked for a claim for. Much to and fro telling them they have had form (proved by a claim ref no and the fact the queried it) and they finally find the form and pay out.

Meantime I had rung them to ask what to do as I had an invoice with work from 2 different claim forms on the same invoice. At this point the lady on phone said not to worry about sending paper copies, to take photos and send via email.

They get that invoice and they say “we need a claim form”. More to and fro and they pay out, so I presume they found the claim form. I had pointed out the claim ref no and the fact they queried must mean they had it.

So now vets are confused about all the ask for claim forms thing. I speak to them and say don’t worry I have had the email to say they have paid and it will get to you in the next couple of days. That’s fine. But he has had work done in feb, no invoices yet, should she send that. Yes, so she sends those invoices, split into the 2 different claims and sending the claim ref. Email back from insurance immediately and yep “we need a claim form”!! So she forwards the invoices to me. I fill in 2 continuation claim forms, photo and send via email along with the invoices. I also send the vets permission for the alternative treatment along with that invoice.

today I get “we need a claim form”. I am about to combust. I have emailed again and again stated YOU HAVE THE CLAIM FORMS. Along with saying I was told to photo and send via email rather than hard copies.

I am at the end of my tether with them. I have just renewed last week. If I didn’t renew they would stop paying all claims. We are hopeful now we are at the point where he won’t need more treatment but of course something might come up so I. Red to wait the 12 months for the condition to run.

What am I doing wrong? And where do I go now?

Edit. Update, now all sorted for now.

 

[ihatework]

I generally just get the vets to send everything to me once signed, and then will just send over to insurance when multiple requests come in.

For invoices I hand write claim ref numbers against the items.

If it’s complicated I’ll also explain in a cover letter.

A bit of a faff but seems to make things clearer for the operators, who are not always that experienced/skilled

 

[doodle]

I have been doing that. And sending covering letters explaining my different highlighted ways. It was just the one yetsterday vets sent direct.

however now sorted. I rang and we think it was a big email and not everything arrived at the same time so email was sent too quickly. They have now said they have everything they need.

 

[Annagain]

Insurance companies are just rubbish. I think they deliberately put obstacles in your way in the hope you'll give up. Did you take a copy of the claim forms when you sent them? If so, I'd attach that to every piece of correspondence and state why you're doing it at the start of every email. If you didn't, put your claim ref in bold right at the start of the email and say "please don't tell me you need a claim form, you have already received it and actioned it." If they ask again, demand to speak to a manager. They'll soon get the message.

By the way, rather than taking photos, if you have an iPhone did you know you can use it to scan documents? It's a much clearer image. Go to notes and start a new note. Tap on the camera and choose the scan documents option. It'll save it to your files folder. That way they can print it or save it as a proper document rather than just a photo.

 

[doodle]

Yes I think that’s what they are doing. When they actually “receive the claim form” they pay out quickly and they Havnt quibbled anything on the bills but yes perhaps by stalling I will give up. No I didn’t think to take copies of initial claim forms which I am regretting. I think maybe vets have scanned and sent tho so there are copies there. I have taken copies of invoices. I do put policy no and claim
Nos on each email and when I tell them you have had it and by doing x y and z you have proved you have had it they suddenly find the form.

And no I didn’t know you could do that. Very helpful thanks, I will do that in future.

 

[Leandy]

Seems to me that if they are still paying your claims you are doing it all right rather than wrong! I see that all the admin associated is soul destroying but that is the modern world sadly. No continuity, no gumption, just a list of tick box items to go through each and every time whether relevant or not....