Pet Insurance Claims Guide

Policy excess 

• This payment must be paid by you to the practice before any claim can be made. 
• An excess is paid per condition 
• When the policy year ends, you may be required to pay another excess. If the policy year restarts when a claim is ongoing, you may be required to pay another excess.  

• On some policies you may have to make a co-payment of a percentage of the amount claimed in addition to the excess. This percentage may increase with age.  

Indirect Claims – your insurance company pays you directly.  

What you need to do: 

• Pay all your invoices before your claim can be submitted. 
• All the details for the policy holder should be filled out correctly on the claim form. 
• A claim form should be completed for every condition you wish to claim for. 
• Your insurer may request that you complete an online claim form. 
• This service may incur a charge 

What we will do:  

• Complete the claim form and a vet or authorised member of staff will check the claim form and sign it. 
• Endevour to send it as promptly as possible, if your account has been settled in full and your details have been entered correctly on the claim form.  
• Attach the history and all the payments that have been made by you.  
• Provide any additional information requested by the insurer during the process of the claim i.e. images, blood results, etc.  

Direct Claims – your insurance company pays us directly. 

The processing of direct insurance claims is discretionary and based on the relationship between the practice and the insurer.  

What you need to do: 

• Administration fee for the processing of the claim. 

• Pay any fees for non-insured work done at the time of treatment 
• Pay the excess and co-payments. 
• All the details for the policy holder should be filled out correctly on the claim form. 
• The policy holder should sign and date the claim form stating that the payment should be made directly to the practice. This should be done at the time of treatment or within 3 working days. 
• A claim form should be completed for every condition you wish to claim for. 

• Provide us with your insurance covering letter, which shows the policy limit, excess amount, start date, exclusions and co-payments. (When your policy renews, please provide us with the renewed covering letter) 

What we will do:  

• Complete the claim form and a vet or authorised member of staff will check the claim form and sign it. 
• Endevour to send it as promptly as possible, if your details have been entered correctly on the claim form.  

• Attach the history and the completed claim form. 
• Provide any additional information requested by the insurer during the process of the claim i.e. images, blood results, etc. 
• We will contact you if we have not received payment form the insurer within 4 weeks after sending the claim form, in order that you may query this with your insurer.  

If the insurer declines to settle the claim, it is your responsibility to settle your account within 30 days. 

By offering the direct claim service, we are not creating a contract between us and the insurer. Any disputes have to be settled between the policy holder and the insurer. We are not responsible to deal with queriers, and insurers will only speak to policy holders.