Your Guide to Protecting Your Pet and Understanding Insurance Procedures 

At our practice, we know how much your pets mean to you. This handout has been created to help you understand the essentials of pet insurance, answer common questions, and clearly outline how we support you through the claims process. Pet insurance can offer peace of mind and financial support when your furry friends need it most. 

What is Pet Insurance? 

Pet insurance is a policy that helps cover the cost of veterinary care if your pet is injured or becomes ill. Depending on the type of policy, it can help pay for unexpected treatments, medications, surgeries, and sometimes even routine care. The main benefit is reducing the financial stress of caring for your pet during emergencies, ensuring they get the treatment they need without delay. 

Types of Pet Insurance Policies 

  • Lifetime Cover: Provides cover for veterinary fees up to a set amount each year, as long as the policy is renewed. Ideal for ongoing or recurring conditions. 
  • Maximum Benefit (Per Condition): Covers each condition up to a specified limit. Once this limit is reached, you cannot claim further for that condition. 
  • Time-Limited: Covers new conditions for a set period (usually 12 months) from the start of the condition. After this period, the condition is excluded from further cover. 
  • Accident Only: Covers treatment for injuries due to accidents, but not illnesses. 

 

Each policy type offers different levels of protection, costs, and terms. It’s important to read your insurer’s terms carefully to know what is and isn’t covered. 

 

Understanding Excess and % Excess 

Excess is the fixed amount you must pay towards each claim or per condition, depending on your policy. For example, if your excess is £100 and your vet bill is £500, your insurer will only pay out up to £400. 

% Excess means you pay a percentage of the total claim amount, in addition to or instead of a fixed excess. For instance, if your policy has a 20% excess and your bill is £500, you would pay £100 (20%), and the insurer would cover the remaining £400 (minus any fixed excess, if applicable). 

 

Direct vs Indirect Claims 

Direct Claims 

With a direct claim, we submit your insurance claim directly to your insurance company and receive payment from them. This means you only need to pay us the excess, and any charges not covered by your policy. Direct claims can simplify the process for you but are subject to approval by both our practice and your insurer. 

Indirect Claims 

For an indirect claim, you pay the full cost of your pet’s treatment to us at the time of your visit. You then submit a claim to your insurance company, who will reimburse you directly according to your policy’s terms. Many clients find this option quicker, but it requires you to have funds available upfront. 

 

Admin Fees for Insurance Processing 

Our practice charges an admin fee of £25 per year per condition for processing insurance claims, whether they are direct or indirect. 

  • Why is there an admin fee? Processing insurance claims involves significant administrative work, including completing forms, liaising with insurers, providing medical histories, and following up on queries. The fee covers the time and resources required to manage this process efficiently. 
  • Is the admin fee charged for every claim? The fee is charged once per year for each condition, regardless of how many times you claim for that condition within the year. 
  • Do VIP Club members pay the fee? No, VIP Club members are exempt from the admin fee as part of their membership benefits. 

Our Practice Policy 

  • We charge a £25 admin fee per year per condition for all insurance claims, whether direct or indirect. 
  • VIP Club members are exempt from this fee as a benefit of their membership. 
  • Claims are processed within 7–14 working days. Please allow this time for processing and for your insurer to respond. 
  • Owners are responsible for requesting the initial claim and any continuation claims for ongoing treatments. Please inform us promptly if further claims are needed. 
  • To avoid delays, please provide all relevant information and documentation when submitting a claim. Missing or incomplete details are the most common cause of processing delays. 

**For the full policy please ask reception to send you one via email** 

FAQs 

  • Can I claim for more than one condition? Yes, but the admin fee applies per condition, per year. 
  • How do I request a claim? Let our reception team know and complete the necessary claim form. We’ll help guide you through the process. 
  • How do I become a VIP Club member? Ask our team about the benefits and sign-up process to enjoy admin fee exemption and other perks. 
  • What if my claim is delayed? Ensure all forms are completed and signed, and all supporting documents are provided. Contact us if you need help with insurer queries. 

Contact Information 

If you have any questions or need help with your pet insurance claim, please contact our reception team during opening hours. We’re here to support you and your pets every step of the way.