How to Claim

Direct Claims

When your insurance company reimburses your practice

What we need from you:

• Insurance company name.
• Policy number.
• Inception date. (the date you took your insurance out)
• Excess amount, including any co-payment or percentage excess.
• Name & address of policy holder. (if different from details we hold)
• A claim form signed by the policy holder (dependent on your insurance company)
• Permission granted to the insurance company to speak to them on your behalf.

What we’ll do:

• Complete the claim.
• Aim to send it promptly to the insurer by email, post or through the insurance
  company website or portal.
• Attach the full clinical history, along with each claim form.
• Provide any information requested by the insurer during the processing of the claim e.g. blood results, x-rays, etc.

We will contact you if we’ve not received payment from the insurer 8 weeks after sending the claim form (most insurers request 8 weeks to process a claim) in order that you may query this with your insurance provider.

How we’ll do it

Most insurance companies are now accepting electronic claims via email or have their own online portals/hubs that we can submit claims on, removing the need for paper claim forms.
We also submit claims through VetEnvoy, if the insurance company is underwritten by Allianz.

However, there are still some insurance companies that require paper claim forms. We hold blank copies of claim forms, from different companies, should you require to sign one.

Please note:

If the insurer declines to settle the insurance claim, it’s your responsibility to settle the account in full within 30 days.

By offering a direct claim, we are not creating a contract between ourselves and the insurer.

Any disputes regarding the claim will remain your responsibility and we are not required toinvestigate for you or deal with queries. However, we will help when possible, but most insurers will only speak to the policy holder, unless you have granted permission to speak to us.

Indirect Claims

When your insurance company reimburses you directly

What we need from you:

• Full payment of your invoice(s) before your claim can be processed.
• A completed claim form for each condition you wish to claim for, if required by your insurance company.
• If your insurer asks you to complete your claim online, what we need from you will be greatly simplified. Please note the process may differ between insurers.

What we’ll do:

• Complete the claim form and have it signed by a member of the insurance team.
• Aim to send it promptly to the insurer (assuming your account has been settled in
  full and the claim form has been completed appropriately by you)
• Attach the clinical history, along with a copy of any payments you’ve made (you do
  not have to keep any receipts)
• Provide any information requested by the insurer during the processing of the claim
  e.g. blood results, x-rays, etc.

Policy Excess

This is a payment which must be paid by you, regardless of whether you’re making a direct or indirect claim.

An excess is charged per condition, some insurance companies have an excess per year, so please check your policy documents. If your policy year ends and restarts whilst making a claim, you may be required to pay two excess.Some policies charge

a percentage excess or a co-payment, as well as a fixed excess, on the total of a claim.