Insurance Payment Policy

The Vets @ Dronfield Pet Insurance Policy

Effective From 31-03-2025

We always recommend our clients take out a good quality pet insurance policy and we are happy to support clients who have pet insurance to help cover the costs of veterinary care.

To ensure clarity and smooth processing, please review our insurance payment policy below.

  1. Direct vs. Indirect Claims
  • Direct Claims – We may process claims directly with your insurer, subject to approval. However, direct claims are at our discretion, require prior agreement and may be restricted to some pet insurance companies only.
  • Indirect Claims – Clients are required to pay for treatment at the time of service and claim reimbursement from their insurer.
  1. Direct Insurance Claims

If we agree to process a direct claim:

  • A valid insurance policy must be provided before treatment.
  • The policyholder must sign a Direct Claim Acknowledgment Of Debt Form.
  • Prior confirmation that the pet insurance company will pay out on the claim, so called ‘pre-authorisation’ will also be required.
  • Any policy excess, co-payment, or uncovered costs must be paid by the client at the time of treatment.
  • If the insurer does not settle the claim within 28 working days, the client must pay the outstanding balance.
  • We do not routinely charge an administration fee for processing direct claims but if the claim takes longer than 28 days to process, or takes up more than the usual amount of staff time to sort out, we reserve the right to charge a £50 administration fee.
  1. Indirect Insurance Claims
  • Clients must pay the full amount at the time of treatment.
  • We will assist in completing claim forms.
  • It is the client’s responsibility to follow up with the insurer regarding reimbursements.
  1. Client Responsibilities
  • Clients must be aware of their policy’s exclusions, excess, and co-payments.
  • We are not responsible for any claim denials or delays.
  • Any outstanding balance on a direct claim must be settled in full within 7 days if the insurer does not cover the full amount.
  1. Additional Charges
  • A charge of £50 may apply for completing complex insurance forms.
  • Late payment fees will apply for overdue balances.
  1. Payment Methods
  • We accept debit/credit cards and Apple Pay routinely
  • Bank transfers and cash are only accepted in exceptional circumstances and by prior arrangement.

For any questions, please contact us at reception@thevetsatdronfield.com