When an animal is insured, we expect payment at the time of treatment. Please read the information below before submitting a claim form for completion.

What you need to do:

Please be sure to read through your insurance claim form carefully to avoid making mistakes. Please do not fill in any part that is meant to be for us to complete as this could result in a delay.

We cannot fill in any of the parts of the form that you need to complete, so please ensure these are all done by yourself. The condition you are claiming for is what you brought your pet in for in your own words, it does not need to be the correct veterinary description. We can always provide you with the date you first noticed the problem if you cannot remember this.

If you sign the form, we will send it directly to your insurance company. If the form is unsigned we will contact you once it is completed to come and collect the form to sign.

We often lose a lot of time trying to sort out forms incorrectly filled out. Please try to help us to help you.
Insurance claims forms will be completed within 14 working days of being received.

If you have any further queries, contact Gemma Abraham or Emily Crichton on 01604712070. We do not charge for completing insurance forms, unlike some veterinary surgeries. We keep a record of the completed form before sending it off direct to the company.

It is our practice policy not to claim direct from insurance companies. However, depending on the individual circumstances and the Insurance company, we may make an exception as long as this has been discussed with the Veterinary Surgeon or the Practice Manager prior to the commencement of any treatment or surgery.

If a direct claim is agreed, we will have to obtain a pre-authorisation from your insurance company confirming that they will pay for the treatment recommended for your pet. This must be done before any treatment is carried out. The pre-authorisation process usually takes 24 – 48 hours, depending on the insurance company. Due to the additional administration associated with pre-authorisations for a direct claim, we make an administration charge of £15 which is payable before treatment commences. You must also pay your excess to us before treatment commences.

We will usually only agree a direct claim for a specific treatment or surgery, it is not practice policy to agree “ongoing” direct claims for long term medications and/or treatments.
Any amounts on the final invoice which are not covered and paid for by your insurance company, and if your insurance company has not settled the direct claim in full by 60 days from the date of submission of the claim form, these amounts remain the responsibility of the owner.

For further information please contact out Practice Manager, Anita Markham, Tuesday – Thursday from 9am – 2pm on 01604 712070