Insurance Claims Information for Pet Owners

Insurance Claims Information for Pet Owners:

At Ledbury Park Veterinary Centre, we are committed to providing the very best care for all of our patients. We invest in both equipment and our staff to make sure we are providing the best for your pet. We realise that this care costs and bills can be large, for example, if your pet needs an operation. We always advise getting your pet insured as it is one less worry if your pet is unwell and allows the best care to be provided with a reduced concern about costs.

From 1st September 2025, we will no longer process direct claims for treatment under the value of £250. We may agree to process direct claims that exceed this value. Chronic ongoing treatment or that which is a value less than £250 cannot be claimed directly and we would require payment at the time of treatment.

For any direct claim, we would require a payment of £200 as a direct claim deposit. Once we have received payment from your insurance company, we will refund your deposit, minus any non-insurance costs or cost of your excess. Each direct claim applies to that instance in time and any ongoing costs, will need to be paid at the time (unless exceeding the £250.00) and you will need to give us a new signed claim form from your insurance company every time you wish to make a claim.

Terms & Conditions:

  1. For all direct claims, a £200.00 deposit is required per claim. A deposit will not be required for direct continuation claims over £250, unless it is the start of a new policy year.
  2. For claims that are ongoing continuations, payment will be required at the time of treatment for any amount under £250 and claimed back to you after bringing in a signed claim form, from your insurance provider.
  3. Once a direct claim is complete, any deposit remaining will be returned to you by refund. Insurance excesses, administrative fees and non-insured items will be deducted from this. Please ensure we have the correct contact details to contact you regarding this. If the sum of excesses, administrative fees or non-insured items are above £200.00 there may be an additional payment required from you to settle this.
  4. We cannot process your direct claim until you have completed this form, paid your deposit, provided a copy of your insurance policy (Company and policy number will suffice) and supplied a correctly completed insurance claim form.
  5. Whenever you come to the practice, you should be provided with a invoice on request for that day’s treatment. If for any reason you have not been given a invoice, please ask for one and highlight any queries you have or anything you do not understand.
  6. The insurance company will usually deduct an excess from any claim, the amount of this excess and how often it is deducted varies with insurance companies and policies. Your policy will have a limit for vets’ fees, you should be aware of the limit and the ongoing costs of your pets’ treatment. You should make sure you are aware of your policies terms and conditions with regards to limits on vets’ fees and excesses.
  7. Whenever we receive payment from the insurance company, we will send you a statement showing any excesses and deductions. Most insurance companies will also write to you to explain why they have made any deductions. If you have any questions regarding any excesses or deductions, you should contact your insurance company.
  8. We charge a £20 administration fee for processing direct claims which will be deducted from the deposit made. This does not apply to continuation claims, or claims whereby the insurance company is making payment to yourself.
  9. Excesses and deductions not covered by the £200 deposit must be settled within 14 days of us sending you a statement. If they are not settled within 14 days, then we will no longer be able to make direct claims on your behalf and you will be asked to pay for treatment at the time.
  10. If for any reason your insurance company does not settle for a claim within 10 weeks of a claim being submitted, you will be responsible for settling any outstanding balance. We cannot guarantee that a condition or course of treatment will be covered by your insurance policy. There can be reasons why an insurance claim can be declined, for example the insurance company considers a condition as pre-existing. It is important that you are aware of what is and what is not covered by your policy. You should contact your insurance company if you have any concerns and in some cases a pre-authorisation may be advisable.

I hereby authorise Ledbury Park Veterinary Centre to discuss my insurance policy and claims with my insurance provider in order to administer my claims.

I have read and understood the terms and conditions:

Owners Name:

Owners Signature:

Pet:

Date:

download PDF