M and S and hydrotherapy

Ju_M · Posted: Wed Oct 01, 2008 11:07 am Post subject: M and S and hydrotherapy

Just thought i'd warn others so that they don't get stung by this as i have.

In july George developed a limp which the vet said was sue to pulled muscle in his shoulder from normal puppy antics. But it took ages to settle down so she suggested hydro. She uses this lady (who incidentally is wonderful and i would recomend to all, pm me for details) who is well qualified (LSSM Dip (hons) ICAT Dip (dist), AMA. )

I looked through my policy document with my vet and it said :

"We will not pay for..... the cost of hydrotherapy for arthritus, obesity, weight loss, general fitness, stamina, general pain relief, general mobility, genetic and hereditary disorders in dogs less tha 2 years old".

So all hunky dory methinks. The hydrotherapist asked whihc insurer we used and when i told her she said, great i've delt with them before they're normally great about paying out. So all ok.

Anyway my vet and i sent off the claim the other week (£64 vets fees, £255 hydro and £47 travel@30p per mile).

I get a letter back on moday saying they won't pay ANY of it!

Apparently the vets fees are below excess and the hydro isn't covered because on a completely separate section of the policy booklet, away from the section of what they will and won't cover (quoted above). There is a page labelled definitions. And news to me is that...

"Definitions:

Hydrotherapy: means swimming and water treadmill sessions immediately before and after surgey to promote muscle, tendon, and cartilage regeneration"

So as George has not and is not having surgey apparently his hydro isn't covered.

I think it is really really sneaky the way they have laid things out in the policy booklet and the definition of hydro and i will be sending them a letter of complaint.

Apparently this is a fairly recent change, hence why both my vet and hydrotherapist had had similar cases which were paid out happily.

Just thought i'd warn anyone else in the same situation.

Ps. George is absolutely fine, which is the main thing!

Scubabe · Posted: Wed Oct 01, 2008 1:04 pm Post subject:

This absolutely confirms, beyond all shadow of a doubt, that I was right to cancel our M&S policies last week!!!

So sorry you are now not covered Sad

Ness

AngelaC · Posted: Wed Oct 01, 2008 1:17 pm Post subject:

One of my friends had the same problem with her M&S policy. Her older dog had been having hydro for arthritis for some time and then at renewal they changed the policy and she can no longer claim for it Sad

I think it is really unfair that they can change a policy in this way for existing customers - I get that they can do it to new policies, but when you sign up for a policy because of what it offers, it seems highly unfair they can then withdraw whatever they like. Of course many customers will still be tied into the policy because they've already claimed for something. Sneaky Evil or Very Mad