By Gandalf's owner, Gus

(30th December around 6pm) We arrive with our puppy, vet surgeon explains it might be a serious or not so serious injury, but it could only be confirmed after an X-Ray. Depending on the results of the X-Ray, Gandalf could need surgery, and we were required to sign a paper saying the cost estimative (£3000 - £3500), but saying as well that this cost was also a estimative, the costs could be bigger. When we saw that value, we immediately said that we would need the insurance to cover the costs, or to talk about payment options, or other treatment options. For the insurance, we were told we would have to wait for the 3rd of February to make a direct claim. For the payment options, there was no payment options. We were advised to let Gandalf spend the night over in the hospital, he would be more comfortable and ready to do the X-Ray in the morning, and then we could make a decision. We asked the price of the X-Ray, response was between £300-£500. Our thought was, even if the insurance decides that they are not entitled to cover it, we can cover the X-Ray. Decision made.

(31st December around 3:30pm) We arrive to the hospital at the scheduled time for our visit, he wasn’t ready as he was doing the X-Ray. Fair enough, delays are normal and even more common in the festive season. We were then told the X-Ray revealed a serious injury, broking the bone in two places close to the joint. We were told that he needed surgery so we asked what were our options: response was that we could wait for the hospital to contact the insurance company on the 3rd of February or to search for one of the charities. My immediate question was to ask how much would we pay for each day Gandalf was in the hospital, response was £50. At that specific point, I did some maths on my head: £500 worst case scenario for the X-Ray, £50 per day would be £250 for the 5 days until contacting the insurance company, £150 for a 20% margin of having extra costs, total of £900. Ok, we will struggle this month, but we have money to cover it, let’s do it.

(1st Jan) We visited Gandalf, nothing was discussed.

(2nd Jan) We visited again, nothing was discussed.

(3rd Jan) I am at work, but my fiancée was tireless contacting both the hospital and the insurance company to chase for an outcome of the insurance claim. I asked her to ask how much was the bill at the moment when she visited Gandalf, response was around £900. What?! Did we hit our budget already?! Damn, we need to start thinking about a solution. But how did we hit our budget? ...

(4th Jan) I am at work again, but my fiancée was still tireless contacting both the hospital and the insurance company, again unsuccessfully. I asked her to ask the detailed bill, it is already on £1,100, with extra costs of Y and Z that we were never told off. We love our pet, and we will do everything we can to help them with all our love, but no matter how much we love our pets, it is some times outside of our reach to help them. And it's heartbreaking.