Nobody likes filling in forms, so we have compiled a 6 step guide to aid you in the completion of your claim form.

1. Complete the form

Please ensure that everything that states 'owner to complete' is filled in IN FULL.  This may sound obvious, but we get many blank forms handed to us. 

We endeavour to turn around insurance forms as quickly as possible; if sections are left blank, it slows the process down a great deal.

Especially critical is:

• Policy number
• Pet name
• Owner name
• Address
• Your signature
• Condition - if there are multiple conditions to claim for, some companies will allow this on one form, and other companies will require separate forms. 

NB It may not be clear from your history which condition you wish us to claim for.  Please put in your own words the condition you are wanting to claim for ie: painful back/ear infection – we will translate this into a diagnosis for the claims company ie spondylosis of the spine/otitis externa.

If you're not sure if something is claimable/worth claiming for, please discuss this with the vet.

2. Direct or not direct?

We only authorise direct payment for insurance for those pets covered by Petplan Ltd.  (Direct payment means that you don't pay us the bill, we claim it back directly from the insurance company).  There are a number of reasons for this - namely that Petplan are quick to pay and will also allow us to discuss the claim with them directly, whereas most other companies will only discuss it with the policy holder (i.e. you) which can make things very complicated. 

In exceptional circumstances we may authorise, on an individual basis, for you to claim directly from other companies, but this must be authorised by one of the practice principals or the practice manager. 

In all other circumstances, we require that you pay us first, and then we will submit the claim form for the company to reimburse you the costs afterwards.  The quicker the correctly completed claim form is handed to us, the quicker the money should be back in your bank account!

3.  Excess

There will be an excess to pay for every new condition in each policy year.  The excess payable will depend on your policy - please check this before submitting a claim if we're doing it direct.  If the company are reimbursing you they will already deduct the excess from the amount they pay back to you.  Policies that have 'life cover' (i.e. the condition claimed for isn't just covered for that policy year, but for the life of your pet) will still require a new excess for the condition each policy year.

4. New condition vs continuation

We need a new insurance claim for continuation conditions every time we claim.  If you are confused as to whether it is a new condition or a continuation, please chat to one of the vets or nurses.

5.  Receipts with the form

We fill in all the sections labelled 'vet to complete' and we send a full history and receipts of any monies paid.  We don't need a copy of your receipts - they are all on our system – so please keep these safely at home for your records.

6.  Copies of the Claim

If you would like to receive a completed copy of the form then please enclose a self addressed stamped envelope with your claim form, and once we have completed the form we will send you a copy of the form that we have submitted.

Please either provide a stamped, addressed envelope or ask for the postage to be charged to your account.

Any questions please don’t hesitate to call us - 01363 772860.