Insurance Claims

If you’re planning to make an insurance claim, here’s a step-by-step guide to help you through the process. If you have any questions at any stage, please don’t hesitate to contact us – we’re here to help.

Starting a Claim

Once you’ve decided to submit a claim:

• Contact your insurance provider to notify them of the claim.
• Check your policy cover to confirm the treatment is eligible.
• Request a claim form from your insurer.
• Ask if they require continuation forms for ongoing treatment or if they accept invoices only.

Review Your Policy Details

Before proceeding, make sure to:

• Check your excess and confirm what is and isn’t covered (e.g. farriery, supplements, hospitalisation).
• Look for exclusions that might affect the claim.
• Review any special requirements, such as pre-anaesthetic checks or reports.

Please note: Our standard payment terms still apply for all uninsured or routine procedures.

Filling out the claim form

Complete all policyholder sections of the form and sign it, before sending it to us. Note that if you do not complete any part of this section of the claim form, your insurance company will return it to you. This may cause delays to payment.

Once we receive your form, the treating vet will complete the veterinary section. We’ll then send the completed claim form, invoices, and relevant reports directly to your insurer.

Important: All insurance companies require a full clinical history to be submitted with each claim, regardless of its relevance to the condition being claimed for.

Payment Terms

Please remember:

• The account holder is ultimately responsible for settling the invoice, regardless of whether a claim is in progress.
• Invoices must be paid within our normal terms, even if the insurance company hasn’t reimbursed you yet.

Direct payment from insurance companies

Some insurers may agree to pay us directly. We can consider this if:

• A valid claim form has been submitted.
• The policy excess has been paid to us.

This must be done within 14 days of the invoice date for the treatment.

If we do not receive these within 14 days, the invoice becomes your responsibility to settle in full, and you will need to claim reimbursement from your insurer.

Please note: We reserve the right not to accept direct payments from insurance companies.

Even if your insurer is paying us directly, you will continue to receive invoices for the outstanding balance and will be responsible for the balance if your insurer delays or declines payment.

Whilst you have an insurance claim on going, our normal payment terms and conditions will still apply for any uninsured work.

Continuation Claims

We aim to submit continuation forms/invoices promptly following any ongoing treatment. However:

• Some insurers require a new continuation form signed by you before we can proceed – please check with your insurer.
• If new treatment occurs months after the previous claim, inform us at the time of booking the appointment that you intend to make a continuation claim.

Key points to remember

Insurance companies do not discuss insurance claims with us so it is your responsibility to follow up on your claim and update us if they require anything further.

It is your responsibility to keep track of:

• How much has been claimed
• The amount remaining for further treatment
• Claim deadlines or periods

There are various costs outside our control and which we may be unaware of such as farriery, supplements, or physiotherapy etc. These may be reimbursed directly to you and affect the amount remaining for further treatment.

Important: If your horse is insured and undergoing general anaesthesia, you must notify your insurer – even if you’re not claiming vet fees – as failure to do so may invalidate your cover.

We’re always happy to help with advice or queries about insurance claims. Please don’t hesitate to reach out if you need support throughout the process.