Dog owner gobsmacked at having to pay 'ludicrous' emergency vet bill - despite having insurance

Plymouth man Neil Tomlinson has slammed “extortionate” vet fees after dog Buddy needed emergency care
-Credit: (Image: Neil Tomlinson)


A Plymouth man has criticised "absurd" vet fees after his dog required emergency care. His Jack Russell, Buddy, had accidentally ingested plant fertiliser and was immediately taken to the Plymouth Veterinary Group on Colwill Road in Estover.

Neil Tomlinson, the pet's owner, had insured Buddy with a policy from Napo Pet Insurance, which he claimed provided coverage up to £12,000. However, as explained by a spokesperson for Plymouth Vets, the policyholder usually "pays for the service upfront and then seeks reimbursement from their insurance provider".

Despite this, 42-year-old Neil was "shocked" by the initial cost of Buddy's overnight care and claimed that the vets wouldn't accept him unless he agreed to a payment between £600-£800, reports Plymouth Live. Plymouth Vets stated that "out-of-hours veterinary fees can typically be higher than daytime fees", but this situation forced Neil to "borrow money".

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Neil expressed: "It was ludicrous as I've got insurance which includes emergency care. A lot of people would not have the money to pay upfront and the amount they've charged is ridiculous. The vets said they wouldn't take Buddy unless I promised £600-£800. When I picked him up, it ended at being £515, but even then, he had no operation or anything, they just monitored him overnight.

"Luckily I was able to borrow some money and (then) pay back a friend when the insurer pays me back, but a lot of people can't do that. No animal, with authentic insurance, should risk being euthanized because of complete greed."

In the wake of hefty vet bills, Neil has begun the process of claiming back the costs from his insurance company and has initiated a petition calling for more regulation on veterinary charges. His beloved hound Buddy, merely a year old, has thankfully completely recovered following a stint in the pet hospital.

A spokesperson for Plymouth Vets has responded: "Our dedicated team at Plymouth Vets aim to provide a professional and caring service at all times and the most important thing to us is the welfare of pets in our care. We are proud to offer an out-of-hours service for pet owners in the area and an experienced, dedicated emergency team are here 24/7 for pets and their owners in their time of need.

"Due to client confidentiality, we cannot comment publicly on individual cases. We encourage our clients to please take any complaints directly to us at the practice, through the customary channel and our team will endeavour to resolve any issues directly with our clients."

They continued: "Unfortunately almost all pets (estimated around 92 percent) will require urgent emergency care at some point during their lifetime. Some, particularly those with chronic health problems, will need it several times. As such, we urge all pet owners to plan for the worst-case scenario and ensure their pet insurance policy includes emergency cover. Insurance policies vary considerably so you should check your policy to see what it covers and what excesses apply.

"As is standard practice for many out-of-hours veterinary providers and to help you avoid any unexpected costs, we work within an indirect insurance claim framework where the policyholder (i.e. pet owner) pays for the service upfront and then seeks reimbursement from their insurance provider.

"It's also worth noting that out-of-hours veterinary fees can also typically be higher than daytime fees. This is due to the increased costs of providing a dedicated team who work at nights, on weekends and bank holidays trained and skilled in dealing with accidents and emergencies. Emergency clinics, a bit like A&E departments, are also kitted out with the latest specialist equipment to ensure pets like Buddy receive the best care possible."