SHAME ON YOU OUTSURANCE PETS ARE LIVING BEINGS

This is a long rant!!!! I have been a client with Outsurance Pet for 4years. I have always just raved about how good they are and even referred so many friends with pets to Outsurance, which has joined them thanks to me, but now only to my dismay. I am so disgusted with my recent experience with them. I followed the correct procedure by asking to get a pre-authorisation for a Diagnostic Procedure, as my dog has been referred from my vet for a endoscopy. My Dog has been struggling with the same issue since Sept 2023 and it has become a concern to the point where my Vet and myself need answers as to what is causing this. I called Outsurance in regards to how to proceed on pre-authorisation, and the client care operator was very helpful and transferred me to another helpful lady in the Pet claims department, She then assisted me and advised me what they would need from me which I then provided. The type of procedure was asked and mentioned more than once, they can go pull the tapes as everything is recorded according to them. Later the same day I got a call from a very RUDE lady telling me she will not pay out this pre-authorisation claim, NOTE SHE WILL NOT, NOT OUTSURANCE. When asked why not her response was she does not know what she is working with or looking at, she needs the Results. I was like what the HELL? This is exactly why the procedure needs to be done, so we are able to clarify what is the cause/result. As my dog has been going to the vet ±6 times in a span of a year for exactly the same thing, which I claimed for every time with Outsurance, so they have the records. I then proceeded to insist on speaking to a manager or a complaint officer. The manager then told me this is not acceptable as she agrees we want to find out the cause, and that I should not worry she will sort it out and get back to me. Guess what? Yet again I had to phone Outsurance to follow up, I have used so much money on airtime with Outsurance over the years it is not even funny. With One Plan you request a call back and they call you back immediately. (Was with One Plan before Outsurance). I tried the call back option with Outsurance before and they called me back the next day only. I then received a mail later after my follow up call that was made. The document received is SO CONTRADICTING, it is laughable. In this document they basically give the pre-authorisation, but also state that this will be the LIMIT to my cover in regards to this procedure. Verbatim from letter: based on the information we received and on receipt of the final invoice as this is the claim limit on the client’s policy. I am like where does it state that there is an annual limit on diagnostic procedures in my cover? I would like to refer to the following as per my cover documents:

Diagnostic Tests A test, procedure or examination performed to diagnose or confirm a Condition, Injury or Illness. This includes tests used to monitor the progression of a Condition, Injury or Illness. This includes but is not limited to radiology (X-rays, CT-scans, MRIs and ultrasounds) and pathology (blood tests excluding Titer tests and DNA tests). NOTE BUT NOT LIMITED TO!!!!! However under exclusions is the following: The cost of Diagnostic Tests, and all consultation fees associated with these tests, which do not result in the diagnosis of an Event as well as the costs associated with Diagnostic Tests performed to diagnose, confirm or monitor an excluded Event. This includes Diagnostic Tests performed for complications emerging from excluded Events. BUT AGAIN VERY CONTRADICTING BECAUSE UNDER COVERED IS THE FOLLOWING: * Swallowing of a foreign object (How does this get done if an x-ray does not pick it up? Via scans or endoscopy) * Gastric torsion (gastric dilation volvulus) (Also how does this get diagnosed? If it can't be pin pointed through normal tests? - Via Endoscopy)

Furthermore in this supposed pre-auth letter that I received the manager states in the 2nd paragraph exactly the same as what the Rude employee told me, although in my telecom with manager where she said it is not acceptable. Letter also states that they will not pay should the procedure not conclude what the vet suspects and that it will also not pay any additional procedures or treatments. So should the Vet find it necessary to do other procedures or treatments they will not pay.

Verbatim from this letter: This claim may be subject to an additional excess subject to the event’s diagnosis.

Please note that should these diagnostic tests in turn result in an inconclusive diagnosis, i.e. the veterinarian cannot establish what is causing your pet’s condition, we will not be able to facilitate this pre-authorisation.

So my conclusion to this Pre-auth letter is that it actually means nothing. This is not Pre-Authorised; they contradict themselves more than once.

My concerns are as follow: I used to be on a Medical Insurance and they never once said, Uhm sorry your tests came back negative so we are not going to pay. NOT EVEN MEDICAL AIDS DO THAT

It is the same as when you are going to a state hospital and then they can’t find anything wrong with you after tests. They don’t turn around and say, SORRY now you must pay.

THIS WHOLE SITUATION IS SO RIDICOULUS AND PATHETIC.

Just for thought, Outsurance will not cover a pet without a micro-chip, don’t get me wrong I understand the concept of this. But the chip is for the owner's costs. CONCLUSION OUTSURANCE ARE DISCRIMINATING AGAINST PETS THAT ARE NOT MICRO-CHIPPED.

Outsurance also covers the following: Third-Party Liability (Available under Standard and Executive plan types) You are covered up to the maximum amount stated in the policy schedule for amounts you are legally liable to pay for: * Loss of, or damage to, property that does not belong to you or a Member of the household;

So they will cover materialistic items but not the life/well-being of a breathing living being?

Correct me if I am wrong, but aren't animals also living beings like us, and have the Right to care and medical help just like us Humans? So my Dog's life and well-being is not important or of value?

But pay for Pet Cover every month - I DO!!!!

What happened to FIRST DO NO HARM?

It is SAD that this is what our world and humanity has come to. Money Driven.

I could go on and on, but it will evolve into a book.

SHAME ON YOU OUTSURANCE.