Your pet health insurance policy is an arrangement between you and your insurance company. In the event of a claim, we will ask you to settle your bill as normal, and you will need to contact your insurance company to obtain a claim form. After filling in your part of the claim form you should send or hand in the partially completed form to the practice. We will then complete the rest of the form and forward it to the insurance company. Most insurers will quickly organise reimbursement of your outgoings, minus any excess. Please note that, in common with most other practices, we do make a small charge for completion of insurance forms. This is because insurance is a financial product regulated by the FSA and we are obliged to complete the required forms for you with great care and integrity to ensure that they are correct. We are also required to print/fax/email histories to the insurers and spend time on the phone with them answering queries in order that your claim is properly assessed. This can take a lot of time.
Should your pet need involved or long-term treatment which is likely to be expensive, it is advisable for you to contact the insurance company first to discuss the issue with them. The contract is between you and the insurers, not between the practice and the insurers. In certain circumstances it may be possible for a direct claim to be made to the insurers on your behalf by the practice, if the correct authorisation is given to us by the insurers. You will be asked in these circumstances to pay any excess to the practice at the time of the first invoice being raised.
Making a direct claim in this way may involve a delay in treatment, as a so-called ‘pre-authorisation form’ may need to be sent to the practice by the insurers in order to clarify what needs to be done and what the costs are likely to be. Direct claims can only be made after prior discussion and arrangement with the practice and again, a small administration fee will be charged for making a claim in this way.