Insurance Claims
If you wish to make an insurance claim, please provide your insurance details to the practice and inform us at the earliest opportunity.
Two By Two Veterinary Centre is not authorised by the Financial Conduct Authority (FCA) to sell 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. References to excesses, co‑payments, or other policy features in this document are for the sole 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.
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. Your insurance company will then reimburse you, minus any applicable excess or co-payment, once the claim has been approved.
For claims under £500, an indirect claim is required.
Continuation claims occur when a policyholder needs to claim for ongoing veterinary fees or repeat medications for 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.
A direct claim allows you to pay the policy excess, any co-payment, and our administration fee, while the remaining balance is 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 subject to confirmation that your insurer will accept liability for the claim.
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.
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
- M&S, Sainsbury’s, Argos, and other Royal Sun Alliance pet insurers
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 (including The Insurance Emporium).
As an independent practice, we liaise with insurers to process claims efficiently. Our administration fees per 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 necessary documentation.