Vet claiming for treatment I've already paid for

[Jchihuahua]

My dog has an ongoing skin condition and lots of allergies that has required tests and treatment and a specialised diet running into thousands of pounds over the last couple of years. The condition was only covered by my insurance policy for a year and since the year finished I've paid for my treatment myself.

When I was initially claiming on my pet insurance I eventually managed to get my vet to liaise directly with the insurance company and claim from them as the costs were so high and I was struggling to pay upfront and then claim it back. Anyway, the last time I claimed was in October as that was when my policy expired. I filled in my part of the claim form and gave it to the vet and he was to fill in his part and send it off. I heard nothing else so assumed it had all gone through and he'd got his money.

Anyway, I found out today he didn't send my claim form off until earlier this month, 9 months later. I got an invoice from the vets today for over £100 saying that the insurance company hadn't covered a certain treatment my dog had had and that I'd gone over my excess for the condition so I owed the vets this money. I phoned up the insurance company and found out I was being charged for some skin spray that I had already paid the vets for as I knew it wasn't covered and I was also being charged for a consultation and treatment that happened in January that I'd also paid for as I knew my policy had expired in October. The insurance company said I hadn't gone over my excess at all. So basically the vet was charging me twice for things I'd already paid for. I told the insurance company this and asked for them to send me an itinary of treatments claimed for so I can check that he's not claimed for other things that I have already paid for myself. If he has claimed for other things then the money he was paid out should be mine! Also the last claim form I signed was from last October so he must have falsified it somehow to make a claim for treatment I had this January.

I phoned the vets and the receptionist was very sheepish and took all of two minutes to 'look into it' and agree that yes, I'd already paid for both things that I was being invoiced for and I shouldn't have been invoiced. 'A mistake'. No apology or explanation from the vet at all.

Now, I don't know what to do. Maybe an honest mistake but it really doesn't seem to be one. It seems like he tried to get money from the insurance company for treatments he'd already been paid for and then when he didn't tried to get the money from me, not expecting me to be so on the ball with everything that I'd paid upfront. Also, the fact that he lied on the invoice about what I was actually being charged for. My dog has very complex needs and needs constant ongoing treatment and changing vets would be difficult and stressful for him as he is very afraid of going to the vets and this vet understands his nervous nature and his condition is so complex that it would be a nightmare starting from scratch and with this vet we have been able to manage it, and the medication, between us. On the other hand though this is not the first time I've had doubts about the vet and I don't want to line the pockets of someone who is essentially dishonest and would have been happy to rip off either the insurance company or me.

What would you do?

 

[Pearls18]

Sounds like a definite attempt of fraud to me, I don't know if I would report them, but I would absolutely change vets and make a formal complaint to them

 

[Pirate]

Tough situation. I am the type to always believe that all people are honest until I have evidence to the contrary. While this does sound like fraud, it could also be someone with minimal experience with billing and/or insurance who really did make an honest mistake. Going forward I would ask for every single thing to be itemized on bills and to keep every single shred of paper from them. So basically I would give them the benefit of the doubt this time, but if it happens again there is a pattern.

I'm so sorry your doggy has all of these issues. We've spent quite a lot on our dog too, so I can relate a bit.

 

[Jchihuahua]

Thanks for your replies ladies. My gut instinct is this really isn't an honest mistake . He is the only vet who works there and it is his business and the only other staff is one receptionist who is also the vet nurse and he's been a vet for over 30 years so I feel like he should be very experienced in insurance claims by now.

My dog has an appointment on Friday that I need to keep as he needs his steroids and I don't know whether to confront the vet about the claim or not. I'm a really non-confrontational person but I would like to have it out with him. He's had me in tears with his manner twice though over the years so I know I'd probably not get my point across and with pregnancy hormones etc I'd be rubbish!

 

[supertabby]

I would say he could be paying someone inexperienced to do his invoicing, it doesn't necessarily have to be the receptionist doing it, it could be someone off site. In which case it could be a genuine mistake - bad practice but not fraud. However if your gut instinct is that it's fraud I'd consider reporting it to trading standards and they'll know what action to take next. If it's fraud he is likely to be doing it to other customers, some of whom might not spot it and be out of pocket. He could be taking advantage of vulnerable low income people.

Regardless of this situation I wouldn't be doing business with someone who has reduced me to tears twice. I know you don't want to upset your dog but I really would look into a new vet - perhaps you can pay for a home visit to get your dog to meet the new vet in his own surroundings at first?

Good luck!

 

[calm]

If there is another vet clinic you could change too, I would do it. He has made you distrust him and I think you need to like and trust your vet. My girl cat has had to have a lot of treatment and for me its important to have a good relationship with my vet. XXX

 

[amazed]

I'd probe toy change vets Hun x