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We strongly recommend insuring your pet’s against unexpected illness or accidents.

There are two ways of processing insurance claims, direct and non-direct.



You settle the account with the practice at the time of treatment and tour insurance team will submit a claim form on your behalf requesting that the insurance settlement is sent directly to you.

There are no additional fees associated with a non-direct claim.



Abbey House will claim the veterinary fees directly from the insurance company.

A fee of £15+VAT is payable per condition for all direct claims for that condition within a 12 month period.

All direct claims must first be agreed by the Insurance claims department. There are some insurance companies for whom we will not conduct a direct claim so it is important that you contact the insurance department as soon as you are aware of any impending treatment.

A pre-authorisation may be submitted to your insurance company prior to treatment which can take up to 5 working days to process. Not all insurance companies offer a pre-authorisation service.

Direct claims are processed upon discharge of your pet or after your appointment. Copies of the invoice submitted to your insurance company will be emailed or posted to you on submission.

Policy excess

The policy excess is payable at the time of your request for a direct claim even if you have paid an excess at your own practice. If the excess amount is unknown, a deposit of £100 will be requested and any over-payment will be refunded to you. Any fees not covered under your policy are payable on collection of your pet. Many insurance companies also exclude or cap fees for food, euthanasia, cremation, CT/MRI scans and some laboratory tests. Excluded fees must be paid for at the time of treatment.

If a claim is declined the outstanding fees must be paid by you within 7 days of notification. The direct claim facility may be suspended or withdrawn if outstanding fees are not paid and the account referred to our credit control department.


Direct claim Process

  1. The policy holder must give permission for Abbey House Vets to speak to their insurance company on their behalf so that we can obtain policy information for a potential claim.
  2. Abbey House must have your insurance company details, policy number and any names / addresses that are different to your registered account.
  3. All of your pets clinical records will be requested from any practice at which your pet has been treated. These records are needed to support your claim.
  4. Our insurance administrators will determine if the current condition is likely to be covered under the policy. Whilst every effort is made to clarify if a claim will be successful, ultimately the final decision lies with the insurance company.
  5. The claim will be submitted between 7 and 14 days after completion of treatment and you will be notified by email or post.


Contact us

Tel: 0113 2525818

Email: [email protected]