Payment and Insurance

Once your claim has been submitted, your insurance provider is usually the best source for updates on progress. They can advise on the current status of your claim, any information they are waiting for, and the expected timescale for processing.

If you have any questions or need further assistance, you can also contact our Enquiries Team by phone or using the online contact form. A member of the team will be happy to help and provide as much support as possible.

Yes. An administration fee applies for processing insurance claims.

This fee covers:

• Completing and submitting insurance documentation.

• Communicating with your insurance provider.

• Responding to any follow-up queries.

• Managing the claim to help avoid unnecessary delays.

There are many different pet insurance policies available, offering varying levels of cover, exclusions and benefits. We recommend familiarising yourself with your policy before you need to make a claim, so you understand what is and isn't covered and can make sure it continues to meet your needs and those of your pet.

If your pet requires treatment and you are unsure of what is covered by your policy, it's a good idea to contact your insurance provider before making a claim to confirm your level of cover and understand their claims process. In particular, you may wish to check:

• Whether emergency and out-of-hours treatment is covered.

• Whether any exclusions apply to your policy.

• Whether pre-existing conditions are excluded from cover.

• Any excesses, limits or conditions that may apply to a claim.

Once you've decided to make a claim, your insurer will advise you on the next steps. Depending on the provider, you may be asked to:

• Submit your claim through an online portal.

• Complete an online claim form.

• Complete a paper claim form.

If your insurer requires a paper claim form, please complete the policyholder section, sign the form and email it to [email protected]. We will then complete the veterinary section and provide the relevant clinical information to support your claim.

Please note that claim processes vary between insurance providers, so it's always best to follow the guidance provided by your insurer.

You can also read more about common pitfalls when making a pet insurance claim here.

Review your insurance policy or contact your insurance provider for pre-authorisation to ensure your pet is covered for emergency care. Please note that pre-existing conditions are sometimes excluded, and other exclusions may apply so it is always beneficial to discuss your policy with your insurance company prior to completing an insurance claim form.

When you know you definitely want to claim, contact your insurance company who can advise on how to make a claim.

Some insurance companies have an online portal for you to initiate a claim with them, some have online forms and others may require a claim form to be completed. If your insurance company advises that a claim form is needed, please complete the policyholders section, sign the form and email this to Vets Now.

Most insurance providers process claims quickly. However, processing times can vary between insurers.

While your claim is being assessed, you may receive reminders regarding any outstanding balance on your account. This is because responsibility for payment remains with the pet owner until the claim has been settled by the insurance company and any outstanding balances paid in full.

If you are concerned about delays, we recommend contacting your insurance provider directly for an update on the status of your claim.

Please contact our Enquiries Team and provide:

• Your pet's full name.

• The clinic you visited.

• Your insurance policy number.

• Your insurance company's email address.

We will investigate and, if necessary, arrange for the documentation to be resent.

If your pet receives treatment from both Vets Now and your regular veterinary practice for the same condition, please let both practices know that it is a continuation of an existing claim.

This allows the claim to be clearly identified as ongoing and helps reduce the risk of duplicate excess charges being applied by your insurer.

As insurance policies vary, we also recommend checking with your insurance provider about how excess payments will be handled.

The quickest and easiest way is to email your completed form to: [email protected] or fill in the form.

If you are unable to send the form by email, you can post it to:

Vets Now Insurance
Penguin House
Castle Riggs
Dunfermline
KY11 8SG

Please ensure you have completed and signed the policyholder section before sending the form.

Unexpected accidents, illnesses, and emergencies can happen at any time and may result in significant veterinary costs.

Pet insurance can provide financial support towards eligible treatment costs and help give peace of mind when making decisions about your pet's care.

Every policy is different, so it's important to choose a level of cover that suits both your pet's needs and your circumstances. We recommend reviewing your policy regularly and speaking with your insurer if you have any questions about your cover.

While pet insurance cannot guarantee that every eventuality will be covered, it can help reduce the financial impact of unexpected veterinary treatment when covered under your policy.