If you're unhappy with the outcome of your claim then you are able to dispute the decision and we'll be happy to reassess it for you.
You can dispute a claim in one of two ways. You can find the 'Dispute' button on your claim summary by clicking the link in the confirmation email that was sent to you when your claim was processed, or you can head to 'My Insurance' on our website click on the claim, view the breakdown and click the dispute button.
You will be able to provide any supporting information to let us know why you are disputing this. Your vets can also provide us with supporting evidence.
Once we have gathered all the additional information that we need, your claim will be reassessed in full by a different claim assessor.
You will need to submit a claim for each new condition.
If you have been to more than one vet for the same condition you will need to submit a claim for each practice visited.
If treatments have happened within the same policy year, your Excess (Claim Contribution) will only be deducted once for the condition being claimed for.
You won't incur any fees for submitting claims and your current price won't be affected by the number of claims submitted.
If you are expecting treatment to take place in the future and you want to check that it will be covered, you can submit a Pre-Authorisation claim.
To submit a Pre-Authorisation claim, you’ll need to log in to your account. Click the 'Make a Claim' button for your chosen pet, select ‘Pre-Authorisation’ when prompted, and then select the type of claim and subsequent treatment you wish us to pre-authorise.
You’ll need to know where the treatment is happening and an estimate of the cost.
Once you have submitted your Pre-Authorisation claim, we’ll reach out to your vet to ask for the medical history and their estimate so we can assess this for you.
When we've received the documentation from your vet, we'll aim to answer your request within 48 working hours.
You will need to log in to your account. From there, click the 'Make a Claim' on the pet you would like to make a claim for.
You’ll just need to let us know a few things such as the type of claim, veterinary practice visited, and the payment details.
Once we’ve received your claim we will reach out to the vet and request a full medical history for your pet and an invoice, so you won’t need to send us these.
Claims usually take around 7 days to process from when they are submitted, but this can take up to 14 days or longer, depending on how quickly we get the details from your vet.
It normally takes us around 7 days, but we aim to have claims processed within 14 days from submission.
This is mainly dependent on how quickly we can gather all the information from your vet.
It is completely up to you.
You can submit a claim after each treatment or wait to see how the condition develops and claim for everything at once.
We ask that you try and submit your claim at least 12 months from the treatment date.
There are no penalties or fees when submitting claims.
You'll need to submit a claim for each condition. If all of the treatments took place at the same practice and for the same condition, you can submit this to us on one claim.
If the treatments took place at multiple vets, then you will need to submit a claim for each practice visited.
You'll just need to select the first date that you're claiming for as your treatment date and total all of those costs together for the overall claim total. We will request the invoices from each vet, so this doesn't have to be exactly accurate.
Around 9 out of 10 claims get accepted.
The majority of claims declined are mainly related to pre-existing conditions and claims for routine, preventative, or elective treatments.
We can definitely pay your vet directly.
However, we recommend that you first check that your vet is happy to accept direct claim payments. Not all vets accept direct payments, so it’s best to double-check with them.
You can claim with any vet practice, as long as they are a registered member of the Royal College of Veterinary Surgeons.