01525 237444

Insurance

Pet insurance can make a real difference if your pet needs unexpected treatment. We work with all major UK pet insurers and are happy to support you in claiming back the cost of care.

We can’t recommend a specific insurer — every policy and pet is different — but it’s well worth comparing options carefully and reviewing your cover each year.

How claims work

There are two ways to claim with us: standard claims and direct claims. Most claims are standard claims.

Standard claims

This is how the majority of insurance claims are handled.

  • You pay us in full for the treatment at the time of the visit.
  • We complete the practice section of your claim form and send it to your insurer (or upload it via their portal).
  • Your insurer reimburses you directly, less your policy’s excess and any co-payment.

There is no charge from us for processing a standard claim — we’re happy to help.

Direct claims

For larger planned procedures, we can arrange for your insurer to pay us directly, so you only need to settle your excess, any co-payment, and any non-claimable items on the day.

Direct claims are subject to a few conditions:

  • The estimate for the procedure must be £500 or over.
  • Your insurer must offer pre-authorisation, and the pre-authorisation must be accepted in writing before we proceed. If your insurer does not offer pre-authorisation, we are unable to handle the claim as a direct claim.
  • We charge a £35 direct claim administration fee, payable upfront before we begin the pre-authorisation process. This fee is non-refundable, including in cases where pre-authorisation is declined.
  • Your excess and any co-payment must be paid on or before the day of the procedure, prior to admission.
  • Follow-up appointments are paid for at the time of each visit. These can be submitted to your insurer afterwards on a separate claim, but cannot be added to the original direct claim.
  • Non-claimable items (for example, flea or worm treatments) are paid for at the time.
  • If your insurer pays only part of the claim, declines the claim, or there is any balance remaining after they have paid us, you are responsible for paying the outstanding amount to us in full.

Understanding your policy

It is important that you understand the terms of your own policy — what it covers, the level of any excess and co-payment, claim limits, and any conditions that may be excluded. We’re always happy to provide written estimates so you can check cover with your insurer before treatment.

If you have any questions about how a claim will work in your specific case, please get in touch with reception on 01525 237444 and we’ll be happy to help.