INSURANCE POLICY IN PRACTICE

At Banstead Village Vets, we strive to deliver an efficient and professional service when assisting you with your pet insurance claims. Our policy is designed to ensure clarity and transparency for all clients, enabling a smooth claims process.

General insurance Policy (Indirect/Direct)
• Please request a claim for your pet and specify what you wish to be claimed.
• We require your insurance policy number and insurance provider details to process any claim.
• Claim processing takes 7–14 working days; please be aware of this timeframe.
• An admin fee of £25 is charged per condition, per year.
• VIP Preventative Health Care Club members have the admin fee waived as part of their membership benefits.

Direct Claims Policy
• Direct claims are only available for treatment on-the-day costs exceeding £500.
• Pre-authorisation must be completed before treatment begins, no later than 1 week before the procedure.
• Direct claims cover treatment on the day only; subsequent treatments for the
same condition must be paid separately.
• Once authorised, an insurance agreement form must be signed by the owner,
and a copy will be provided for reference.
• Admin fees must be paid on the day of treatment.
• Forms, links, and policy numbers must be provided before the treatment day
preferably 1 week before the procedure – owners are responsible for ensuring these reach us in time.
• Emergency cases cannot be authorised for direct claims as they do not meet protocol requirements.

After Insurance Pay-out
• Once your account has been settled by the insurance company, we will send
you an invoice or statement for your records.
• If the insurance company has not paid within 8 weeks, you will need to contact them directly to chase payment.

Direct Claim Insurance provider exclusions
• Direct-Line does not offer pre-authorisation, so cannot be accepted for direct
claims. *Unless the owner gets written consent from the insurer/OR/ condition
has been claimed for before and settled
• Any other insurance providers that do not comply with our direct claim policy will not be accepted – this is strictly enforced.

If you have any questions about your insurance or our claims process, please speak to a member of our team who will be happy to help.