Insurance Claims

If your pet is insured and you wish to make a veterinary insurance claim, please inform the practice and provide your insurance details at the earliest opportunity. This allows us to ensure the correct claim process is followed and helps minimise delays.

Two By Two Veterinary Centre is not authorised by the Financial Conduct Authority (FCA) to sell, arrange or recommend insurance policies, nor do we offer credit or payment plans. We can, however, assist you in processing valid claims through your existing insurer. Any references to excesses, co‑payments, or other policy features are provided solely for the purpose of explaining how claims are processed within our practice.

You remain responsible for checking your own policy documents and confirming with your insurer what excesses, co‑payments, or exclusions apply. We cannot advise on the terms of your individual policy. The insurance policy is a contract between the policyholder and the insurer. Two By Two Veterinary Centre is not a party to this contract and cannot guarantee the outcome of any claim. Submission of a claim does not guarantee payment by your insurer.

Indirect Claims

Indirect claims are often the simplest way to make a claim. This process requires you, as the policyholder, to settle the full cost of your pet’s treatment directly with the practice on the day of the procedure. Your insurance company will then reimburse you, minus any applicable excess or co-payment, once the claim has been approved.

Claims for treatment under £500 must be processed as indirect claims.

Continuation Claims

Continuation claims occur when a policyholder needs to claim for ongoing veterinary fees or repeat medications for chronic or long-term conditions such as diabetes or arthritis.

When making a continuation claim, you are responsible for paying the full amount (or your policy co-payment) for each visit or supply of medication. To minimise processing fees and administrative delays, we recommend grouping two to three months of treatment costs into a single claim submission where possible.

Direct Claims

We understand that some procedures may present financial challenges. For this reason, we offer the option of a direct claim with certain insurers to help reduce financial stress during your pet’s treatment.

With a direct claim, you pay the policy excess, any co-payment, and our administration fee. The remaining balance is then claimed directly from your insurer by the practice.

Direct claims are available for balances exceeding £500.

Before treatment begins, you will need to provide:

• A completed claim form
• Your insurer’s authorisation for the claim (where required)
• Payment of the policy excess and applicable administration fee

Please note that all direct claims are accepted at the discretion of the veterinary surgeon responsible for your case and are subject to confirmation that your insurer will accept liability for the claim. Acceptance of a direct claim by the practice does not constitute approval of the claim by the insurer.

Excess amounts vary between policies, and we cannot advise what your individual excess is. If the excess is unknown, a minimum payment of £150 will be required prior to treatment. Should your actual excess be lower, the difference will be refunded, minus any deductions or exclusions applied by your insurer. If it is higher, you will be responsible for paying the balance within 30 days.

If your insurer later declines or partially declines the claim, the outstanding balance remains the responsibility of the policyholder. In the event that an insurer delays payment or requests additional information, the policyholder remains responsible for settling any outstanding balance with the practice.

Insurers We Work With

We accept direct claims from the following insurers:

• Vetsure

At our discretion, we may also accept direct claims from:

• Petplan
• Agria
• Kennel Club
• Animal Friends
• Tesco

This must always be confirmed by the veterinary surgeon dealing with your case before any work is undertaken.

Unfortunately, we are unable to accept direct claims from ManyPets, Equine & Livestock, or any other insurer underwritten by this company or its associated brands.

As an independent practice, we liaise with insurers to process claims efficiently. Our administration fees per claim submission are as follows:

• Indirect claim: £10
• Continuation claim: £10 per submission
• Direct claim: £25

Vetsure policyholders are not charged any insurance claim fees.

All other claim fees must be paid before the claim is submitted.

Timescales

We aim to process and send insurance claims to your insurer within 14 working days of receiving all required documentation.

Data Protection