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Insurance Advice

NEW CHANGES AS OF 1ST OCTOBER 2017

  • £10 charge per condition for NEW direct claims
  • £25 one off charge for NEW lifetime claims
  • No charge for claims payable to clients or if you are part of the PHC
  • For clients who already have ongoing lifetime claims they will not be charged only NEW claims will be subject to charges as above

We offer Petplan 4 weeks’ free insurance for dogs, cats and rabbits 6 weeks to 1 year of age. Simply fill in a form at reception, there is no obligation to stay with Petplan but they will contact you with a quote for you to extend your insurance cover.

We treat insured and non-insured clients the same but we do recommend insurance to all our clients. We understand costs can become a factor and veterinary treatments are becoming more advanced with specialist referral centres in our area and insurance can take the pressure off providing these services.

We prefer clients to pay us directly for treatment and then process the claim on your behalf. We do not charge for any claims done payable to yourself. We are willing to do direct claims for treatment that exceed £200. The direct claim has to be authorised by our insurance administrator before treatment commences.

We do have a £10 admin charge for each condition when processing a direct claim.

If your pet has a lifelong condition that will need repeat medication, we will charge a one off £25 admin charge for claims paid direct to us. This will then allow continuation claims to be processed for as long as the medication is needed.

Please note that Pet Health Club members get free direct claims as part of the plan.

When a direct claim is authorised, an excess must be paid at time of treatment if this is unknown we will ask for £100. Any insurance deductions must be paid in full within 30 days from notification.

We act on your behalf providing your insurance company with an invoice, full clinical history and claim form, any deductions made are between you and your insurer. Each insurance company provide a range of policies and its impossible for us to know your policy exactly so you must contact your insurance directly should any query arise.

Please provide a claim form making sure the policyholder fills in the correct details and SIGNS the claim form. The signature provides us with your consent to process the claim without this the insurance company will not process anything.

Some insurance companies require claims to be submitted within 60 days of the treatment commencing please check your policy and provide the correct information so we can ensure the claims are submitted in time.

For direct claims please make sure claim forms are handed in on a regular basis. Failure to do this may result in you having to pay for the treatment yourself.

We aim to email/text clients to inform the status of your claim, please ensure reception have your correct details when submitting a claim form.

Unfortunately, we are unable to do any direct claims with E&L or any company underwritten by them.

If you have a claim form being processed by us and have received an email or text from us but nothing from your insurance company, please give your insurance company a ring.

For any insurance, related queries please contact Emma at our CLS branch on 0191 3871881 (Option 2) or email: insurance@abbeyvets.net

FAQ

My insurance company said they will do a direct claim but my vet wont?

Any insurance company will do a direct claim with the vet but this does NOT mean liablitly of the claim. The insurance company may still decline the claim then you would then have a bill to pay that you can't afford.

Why do I have to keep on signing claim forms?

Each time we submit an invoice we must have a signed claim form. The signed claim form gives your consent for the vets to process the invoice and also the insurance company to accept the claim. We can send off as many claim forms as needed as there is no charge for this.

When can we do a direct claim?

Abbey Vets insurance protocol is:

  • Treatment amounts over £200 that have been approved by our insurance administrator
  • Pre-authorisation claim has been approved
  • In an emergency we can contact the insurance company and check the policy is valid

Unfortunately any insurance deductions must be paid with in 30 days of notification. Most insurance companies deduct an excess per claim. For ongoing/continuation claims an excess will be deducted each policy year.

Once your pet reaches a certain age the insurance company may request a % of treatment as a co-payment. This means any treatment claimed for the insurance will deduct 10% or 30% (or what amount is on your policy) that you will need to pay.

Any insurance deduction is nothing to do with Abbey Vets as we are only acting on your behalf so deductions need to be paid by yourself.

My insurance is so expensive I want to change companies!

We advise when changing insurance providers to be cautious. If your pet suffers from a ongoing problem the new insurer will class this as pre-existing and not be covered.

If treatment occurred years ago such as a mass removal the new insurer may place an exclusion on your policy for that type of mass or masses in general. Providing your new insurer with the full clinical history at the start of the policy can ensure no exclusions are put on the policy but if any are you need to be aware of that before continuing with your new insurance.

A change in policy is your decision and we can not accept liability for any policy outcomes.

How long will it take to get my money back?

Unfortunately there is no set time. We process claims here at Abbey Vets 3 times a week so we process claims as quickly as possible. Once the claim has been sent the process with each insurance company differs quite a lot - some can take 7-10 days others take 4-6 weeks.

Help Us Improve Your Claim

Making a claim can be a very worrying and emotional time and we want to make sure that the claims you hand in are processed as quickly as possible, helping to reduce some of the stress and worry.

Here are our top tips:

  • Provide your insurance policy documentation. This is the letter/pack you will have been sent when you started or renewed your insurance policy. This allows us to check who you are insured with and what type of policy you have.
  • Know your excess amount and how much you have to spend as some policies have co-payments with ongoing deductions that you need to pay. A co-payment is a % of the cost of treatment that your insurance will not pay. E.G. The insurance may deduct 20% off a bill of £100 leaving £20 for you to pay.
  • Ensure you have filled in the claim form in full including your policy number and signature. This is your consent to allow us to process the invoice/claim form on your behalf.
  • Every time we process an invoice we need a claim form. Please provide claim forms at each visit to speed up the claims process. Our insurance team need a claim form to be able to process a claim so we would rather have too many than not enough!
  • Please be aware that we work as a third party on your behalf providing the insurance company with the invoices and clinical history. If any problems occur or we need policy information, please contact your insurance company first. We are more than happy to provide assistance when needed but insurance companies, apart from Petplan, require you to give consent for our team here at Abbey Vets to discuss your policy.
  • Please note that you are responsible for paying your excess and any items that are not covered by your insurance policy within 30 days of the deductions made.
  • Unfortunately, we are unable to process direct claims for E&L (equine and livestock) or any companies underwritten by them.

Many thanks,

Abbey Vets Insurance Team

Practice information

Chester Le Street

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  • Mon
    8:30am - 7:00pm
  • Tue
    8:30am - 7:00pm
  • Wed
    8:30am - 7:00pm
  • Thu
    8:30am - 7:00pm
  • Fri
    8:30am - 7:00pm
  • Sat
    9:00am - 5:00pm
  • Sun
    Closed

Emergency Details

Please call:

0191 3871881
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Find us here:

Pelton Fell Road Chester-le-Street Durham DH2 2NG
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Please call this number for emergencies:

0191 3871881

Durham Surgery

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  • Mon
    8:00am - 6:30pm
  • Tue
    8:00am - 6:30pm
  • Wed
    8:00am - 6:30pm
  • Thu
    8:00am - 6:30pm
  • Fri
    8:00am - 6:30pm
  • Sat
    9:00am - 12:00pm
  • Sun
    Closed

Emergency Details

Please call:

0191 3845115
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Find us here:

Dunleigh House Newcastle Road Crossgate Moor Durham DH1 4HZ
get directions with Google Maps
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Please call this number for emergencies:

0191 3845115