Mr. Green's policy details:
Medical Annual Limit selected: £4,000
Excess (Claim Contribution) selected: £100
Triage penalty fee: £50
Mr. Green notices that his pet isn't feeling well due to what seems like a non-emergency issue. Instead of using Waggel's triage service (provided by Joii) to determine if a vet visit is necessary, he goes directly to the vet.
As a result, Mr. Green receives a £1,000 vet bill. Based on his policy, he is owed £900 (the £1,000 vet bill minus the £100 Excess), leaving him with £3,100 in remaining Annual Limit. However, because he didn't use the triage service, we must deduct a £50 triage penalty fee from the claim. This means we will pay him £850 (£900 owed minus the £50 triage penalty fee).
If Mr. Green had used the triage service, we would have paid him the full £900 (the £1,000 vet bill minus the £100 Excess), and he would have avoided the £50 penalty.