I need to make a claim, what do I do?
In order to make a claim you will need to bring a claim form into the practice. These are available online for the majority of companies, or else can be posted out to you by your insurer.
A portion of the claim form will be for you, ‘the owner’, to fill out. Please ensure your details are correct and that the policy number and signature section of the form are completed. You may also be asked to complete the condition for what the pet was brought in for, i.e. limping or vomiting.
We will then complete the rest of the claim form, sending off a full clinical history and details of the individual claim to your insurers.
Following receipt of the claim form, your insurance company will pay you directly.
Please be aware that before making a claim we ask that you settle your account with us. Any outstanding payments will prevent your claim from being processed.
When should I claim?
Most companies like for claims forms to be sent off within 90 days of treatment.
How long will it take for my claim to be sent off?
We allow 7 working days for forms to be completed and sent off.
Do I need to pay a fee?
There is a £10 administration fee for completing the first claim for a condition, but no charge is made for continuation claims for the same condition.
When will I hear from the insurance company?
Each insurance company is different. It can take from 2 weeks up to 90+ days for your claim to be processed. If you have not heard from your insurance company after 4 weeks, we advise you call them to check they are in receipt of your claim.
Will I need a pre-authorisation?
If you are unsure whether your insurance company will pay out for your claim we recommend obtaining a preauthorisation before starting treatment. We charge an admin fee for this.
My renewal is due and I am thinking of changing companies?
If you change companies and your pet already has a pre existing condition, this will not be covered by the new company.
Choosing an insurance company can be very confusing, so here is a brief guide to the different types of policy. There are three main types of cover. Make sure you read the small print on the policy to understand what type of cover you are getting:-
If your pet develops a condition that requires medication for the rest of its life, you can claim the cost of the medication and any related treatment for as long as they live. There is often a capped financial fee per year for this type of cover.
This policy will only pay for a particular condition for a set time – usually a year. After that the condition becomes exempt from the policy and you will no longer be able to claim for it. However, you can still claim for any new conditions.
Payment Capped Cover
This policy will only pay up to a certain amount for each condition or accident claimed for. The capped amount varies depending on the policy chosen. For example, if your policy is capped at £2,000 and treatment costs £3,000, you will be liable for the outstanding £1,000, on top of your excess.
For all types of policy there is an excess fee to be paid per year, including on going claims. Often the policy and excess fee will increase as your pet gets older.
In certain circumstances we may be able to make a direct claim to your insurance company. This will need to be authorized by the practice manager prior to the start of treatment. However, this is at the discretion of the management team.
Please be aware that direct claims are subject to a larger administration charge. This also applies to continuation direct claims.
It is important to realise that throughout your pet’s treatment, you and not your insurance company are liable for any balance on your account.