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Here to guide you through the insurance process
Below we've created a step by step process that supports Vets Now clients with their insurance claims. We've also added top tips for our clients. As insurance claims work a little differently depending on your provider and their process, we hope you find all the information helpful.
STEP 1: Submit the Insurance Details form
The claims process cannot begin until you fill out the Insurance Details form we emailed you, so submit it as soon as you can. We could also send you the form in a text message.
The insurance reimbursement process cannot be initiated until you complete the Insurance Details form.
The Insurance Details form does not initiate your claim.
STEP 2: Initiate your claim with your insurance provider
Once you complete the Insurance Details Form, you’ll get an automated email with the next steps.
Possible actions based on your insurer:
- Complete a paper claim form and send it to the Insurance Administration Team at Vets Now.
- Complete a request online via the insurer’s website or portal
- Do nothing more, as we can submit the claim with just the information on the Insurance Details Form.
- Some insurers have multiple options, so either 1 or 2 above is acceptable.
STEP 3: Keep an eye out for the communication
You may need to submit further information to Vets Now or upload information on your insurer’s website, depending on your insurer’s process.
We will let you know what we need from you -and the quicker you respond, the quicker we can settle your claim.
What happens next?
Following completion of the above three steps, your insurance company will either reimburse you or settle your invoice with Vets Now directly.
Most insurers will make one settlement payment.
- If a surplus balance remains after settlement, the clinic contacts you for a refund
- If a shortfall exists, the clinic contacts you for payment.
- If, for any reason, the shortfall is not paid, you will receive letters in line with the normal debt process.
- You can also contact the Insurance Admin Team for a refund.
A few insurers will split their settlements, send us only what we are due, and send the rest to the client.
Settlement timing varies and might take several weeks.
As the claim is between the client and their insurer, we ask the client to liaise with the insurer for any progress updates.
FAQs
Here are some most common questions around insurance process.
- Is there an administration charge to complete the insurance form?
There is an admin charge which includes the time taken to complete the form along with any additional costs and any follow up questions from the insurance company to ensure minimal hold ups. Please ask the clinic for the admin charge cost.
- How much do you claim for?
Claims are submitted for the full cost of treatment at Vets Now(taking into account any discounts). If there are multiple cases linked to the same condition we will submit as one claim.
- What is the SLA for the Insurance Administration Team at Vets Now?
We aim to submit claims to insurers within 5 business days of receipt
- What happens when I paid a deposit?
We claim the full amount on the Vets Now invoice. If the insurance company pays us the full claim cost, we then reimburse you the surplus amount.
- Why does is the condition different from my daytime vets?
Vets Now provide the initial care for your pet, whilst the daytime vet provides a more definitive diagnosis. The insurance companies should be able to match both based on the dates and symptoms.
- How do I get updates on my insurance claim?
If you received the confirmation that the claim has been submitted, please liaise with the insurer for any progress updates.
In case you never heard back from Vets Now please raise your questions in the following form
- What happens while I’m waiting for the insurance company to process my claim?
In the vast majority of cases, insurance companies settle claims very quickly. On the occasions where it takes a little longer, Vets Now may send reminders about the outstanding balance. The liability for the outstanding bill does sit with the pet owner which is why those reminders are issued. If you have any concerns about any delay in payment, then please contact your insurance company in the first instance. Find out about how to avoid some of the most common pet insurance pitfalls here.
- The insurance company has said it hasn’t received the form, what do I do?
Contact our enquiries team, giving your pet’s name and the clinic you visited, advising that your insurance company hasn’t received the form. Please ensure you have your insurance policy number to hand along with your insurance company’s email address.