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Claiming for vet fees

Your guide to making a pet insurance claim

To help us process your claim as quickly as possible we've listed some of the things that can help speed up your pet insurance claim. We've also included information that you and your vet should be aware of if your pet needs treatment.

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Full medical history

A file with x-ray and medical records inside

It's important that we receive as much information as possible about your pet's health when you make a claim for vet fees. To help us progress the claim quickly we will need to have your pet's full medical history.

Just so you're aware, we may share this information and details of your cover with any vet that has treated, or is going to treat your pet. We may also speak to your current or previous vet if they can provide us with information about your pet's condition - they may ask for your consent before they are happy to do this.

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So that you're not out of pocket we can (if your vet allows us to) pay your vet once the claim has been authorised but you must pay any amount that your policy doesn't cover and any policy excess.

The Royal College of Veterinary Surgeons (RCVS) doesn't regulate vets charges. However, it does state that vets treating an animal covered by pet insurance should only carry out the necessary treatment and charge their normal practice fees. If we see higher than normal charges, or unnecessary treatment, we may ask the vet for an explanation and this can delay payment of your claim.

A cat lying down being examined by a vet
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Invoices or receipts

A bundle of receipts held together with a clip

Please keep all invoices and receipts in a safe place as we will ask to see them if you pay the vet fees and want to claim these back. To make sure that we can pay your claim quickly, make sure each receipt /invoice is issued by your vet and:

  • has an invoice or receipt number
  • is printed on veterinary practice headed paper

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We try our best but we can't always cover every situation your pet may find themselves in, or treatment they may need. Here are some of the most common exclusions.

  • any preventative or non essential treatment (including any cosmetic surgery or treatment).
  • general health supplements.
  • food unless it is being used instead of medication. Your vet will need to tell us what medication the food is replacing before we can consider paying the cost of the food.
  • spaying in any circumstances including if it is done to prevent or treat
    another condition.
  • castration including if it is done to prevent or treat another condition. We also won't pay for any treatment connected with a retained testicle(s), if your pet was over 12 weeks of age when the cover started.
  • vaccinations, flea treatment, wormers, nail clipping, descaling or cleaning teeth.
  • investigative tests or diagnostic procedures, unless your pet is showing symptoms of a condition and evidence is provided by your vet that a diagnosis (or ruling out a diagnosis) would result in a change in treatment.
  • any costs that are in any way related to your pet being put to sleep and putting them to rest including burial and cremation.

Don't forget there is a 14 day waiting period from when you take your policy out before illnesses are covered and a 48 hour waiting period before accidents are covered. If you're changing insurer, it's worth considering overlapping the cover so your pet isn't left uninsured during these exclusion periods. Please make sure you check your document of insurance for full details about exclusions.

These levels of cover only apply to pet insurance policies purchased after 22 November 2017 or to policies renewed after 27 December 2017.

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