With all costs increasing we want to be able to continue processing our clients insurance claims free of charge. Unfortunately the way the insurance companies are handling claims is making this process more and more complicated and time consuming for us.

Many of the insurance companies have developed portals and are trying to direct everyone to use the portals. Unfortunately they vary greatly in how they work and the level of information required. With all the portals we get no record of what has been submitted, so when there are issues / questions it makes it harder for us to solve. However, we do realise that a lot of our clients would like to be able to use the portals so we have developed a new process that allows you to do this if wanted.

In order for us to continue to process your claims free of charge and in a timely manner we ask you to follow one of the following 2 processes:

Traditional paper claim

• Obtain a paper claim form from your insurance company (they will provide it if asked as not everyone is online).
• Keep copies of all invoices relating to the condition that you want to claim for (you will be given an invoice at the end of each visit, and if for any reason you are not, please ask for one at the time).
• Do not score through or write over the figures on the invoice.
• Fill in the claim form with your details, your pets details, information about the condition you want to claim for, who they are to pay and then sign and date it.
• Do not fill anything on the vets section of the form.
• Hand the completed form along with all the invoices to reception.

If you follow this process then we will be able to submit the insurance claims in a timely manner. Once your claim has been sent you will receive an email with details of exactly what has been claimed, which will allow you to follow up with the insurance company if there are any delays.

We will also email the form to the insurance company along with a full medical history (so if they tell you they are waiting for the history – well if they have the form then they also have the history!)

This process also allows us to keep a copy of everything on your pets record, so if there are any questions or queries we are able to answer and sort quickly.

On line portal

• Contact your insurance provider and inform them that you want to make a claim.
• Follow the process that they instruct you to do.
• Email [email protected] stating your name, your pet’s name and the insurance company that you are using.
• You will receive an email with a link, click on this and complete the questionnaire.
• ALL sections must be correctly filled or we will be unable to complete the portal requirements.
• Once we have received the questionnaire, our vets will check your pet’s information and add the details required by the insurance company.

After this, our reception team will have all the information required to log into the portal and submit the claim on your behalf. We will then upload the information from our completed form onto your pets record so we have a copy of exactly what has been claimed, giving us the ability to answer any questions that the insurance company will come back to us with.

If you have any questions please call reception on 020 87860777 or email us at [email protected]