Pet insurance to cover veterinary fees in the event of illness or accident enables many clients to afford the very best treatment when the need arises, and we support the concept of veterinary fees insurance.

However, please note that we do not routinely undertake direct insurance claims (i.e. billing your insurer directly and only charging you the difference). Direct claims will only be considered in exceptional circumstances, and only where we have received appropriate pre-authorisation from your insurance company confirming that treatment costs will be covered.

We have adopted this approach for the following reasons:

• We are a small independent business with significant financial outgoings, and are not in a position to absorb unpaid insurance claims or disputed costs.
• If treatment is carried out without confirmation that the insurer will cover the fees, there is a real risk that you could be left with an unexpected and substantial debt if the claim is later declined or reduced.
• This is a common approach across veterinary practices, and is not intended to make claiming on your insurance difficult; it is simply to protect both you and the practice from unforeseen financial risk.

As standard, you will be required to settle your account with us in full at the time of treatment, and can then submit your claim to your insurer for reimbursement. We are happy to complete and provide any necessary paperwork to support your claim, and we aim to do this within 14 working days.

Where we do agree to process a direct claim, you will still be responsible for paying any policy excess, co-payment, or shortfall directly to us at the time of treatment. Please note that pre-authorisation from your insurer confirms likely cover based on the information provided, but is not a guarantee of payment; if a claim is later declined, reduced, or found not to be covered, you will remain responsible for the full outstanding balance.

To process a direct claim, please fill out the form below.

A £20 administration charge applies to each direct claim we process, reflecting the additional time this requires from our team.