Our policy is that all consultations, treatments, surgeries and medications must be paid for at the time of your visit. If your pet is insured, please bring an insurance form with you, fully completed (except the veterinary sections) and we will complete our side of things and send it away for you. We deal with insurance companies on a regular basis and can help you in filling the forms out if necessary. We do not charge for completing and sending your insurance form.
The time it takes for you to receive the reimbursement from your insurance company is out of our hands and we ask that you please contact your insurance company about any outstanding claims. We may be able to set up a direct claim for future procedures/surgery, if criteria are met, and the planned surgery is going to be above £500. This must be discussed at least 5 days prior to the treatment occurring. We are unable to set this up on the morning of surgery. We can not set up a direct claim for further consultation fees or medications even when related to the surgery. Direct claims cannot be set up for consultations and medications only. In circumstances where a direct claim has been authorised by our reception team, your insurance company may need to pre-authorise the treatment plan as outlined by our written estimate. This needs to be done before your treatment begins.
Direct claims cannot be set up during out of hours or in emergency cases. It can take 24-72 hours for insurance companies to pre-authorise the direct claim, and emergency treatment or surgery cannot be delayed for this amount of time as it will be detrimental to your pet’s health.
All direct claims adhere to a non-refundable administration fee which will not be reimbursed by your insurance company. Any outstanding balance on your account remains your responsibility and we reserve the right to request you pay your balance in full at any time during the direct claim agreement should you breach the contract. Direct claims that are not settled by your insurance company must be promptly settled. Failure to do so will result in your debt being sent to a debt collection agency.
If you have any questions regarding direct claims please speak to our reception team.