Pet Owners


We know that bringing your pet for specialist treatment can be a worrying time and dealing with an insurance claim on top of that can be a daunting task.

Once your appointment is booked with us, you will be sent a Welcome Pack, which includes ‘Information for Insured Clients’, and an online link which needs to be completed and returned to us 48 hours before your appointment.

During the initial consultation we will give you an estimate of the likely costs of investigation and/or treatment for your pet. Please note that estimates provide an indication of approximate costs and, although we do our best to keep you informed of any major additional charges incurred during investigation/treatment, the final costs of treatment can exceed our initial estimate if your pet’s condition proves to be more complex than initially anticipated. We aim to discuss any additional charges before undertaking the treatment unless it is vital for your pet’s welfare that this is performed without delay.

Re-visit examinations may be recommended if Specialist expertise is required to ensure optimal aftercare. Fees incurred during re-examinations, along with further investigations and, if necessary, further treatment, will be charged in addition to the original estimate. All fees are subject to VAT at the prevailing rate.

Whilst our Case Management team will do their best to assist you with your claim, due to client confidentiality, it is your responsibility to check if you have adequate cover before any treatment, and are aware of any exclusions, excesses or possible shortfalls.

Some insurance companies offer a pre-authorisation service, this is where they agree to cover treatment before your appointment. If your insurance company require a pre-authorisation, please contact your insurance company directly for the relevant forms and send these to our case management team with a full clinical history at least 5 working days before your appointment.

There are two ways to submit your insurance claim.


This option means that your claim would be submitted to your insurance company, and they would reimburse the policy holder. We require you to pay a 50% deposit of the higher estimate before any treatment and incremental payments of £1000 during treatment & the remainder of your account in full on collection of your pet. Please make sure we are supplied with the relevant documents or link to submit your claim to your insurers.

Direct Claim

This option asks your insurance company to settle your claim directly with us. Our Direct Insurance Application Service needs to be assessed by our Case Management team prior to your appointment.

We are very happy to help you in this way, by processing the claim with your insurance company. Please note that there is a £50 Admin fee to process this option. You will need to pay this once your application is approved.

For us to do this, you will need to complete a Direct Insurance Claim Application Form (DICAF) and by doing so agree for all costs to be paid directly to DWR Veterinary Specialists from your insurance company. Any excesses, caps or fees not covered, as well as if your insurance company declines to settle your claim, would be your responsibility to pay when you collect your pet.


For self-funding clients, a 50% deposit of the higher estimate is required before any treatment and incremental payments of £1000 during treatment & the remainder upon discharge.

Can I be referred to DWR if I am insured with a company with a RSA Referral Network ?

Some insurance companies, including John Lewis, Marks & Spencers, More Than and Tesco operate a RSA Referral Network, directing their policy holders to specific referral practices.

We don’t participate in schemes of this nature as we strongly believe that the choice of referral centre should be left entirely in the hands of your local vet and you, based on clinical priorities.

On occasions, companies operating such schemes will impose a penalty charge for referrals to practices outside their own network. In this event, DWR will reimburse the charge.