Pet Owners

Insurance/Payment

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. We will ask you to pay up to 50% of the higher estimate.

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 finance 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 finance team with a full clinical history at least 5 working days before your appointment.

There are two ways to submit your insurance claim.

Indirect

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 the remainder of your account in full on collection of your pet. (This option would require you to provide us with the necessary documentation or online access depending on your insurance company to enable us to submit your claim).

Direct Claim

This option asks your insurance company to settle your claim directly with us. Our Direct Insurance Service needs you to gain approval by our finance team before your appointment.

We are very happy to help you in this way, by processing the claim with your insurance company. Please note there is a £30 processing charge for this option. (This applies to new appointments as from 1st November 2021.) You will need to pay this at your first appointment and please note it only applies to your initial claim.

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 Dick White Referrals from your insurance company. Any excesses 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.

Payments

For self-funding clients, a 50% deposit of the higher estimate is required before any treatment and the remainder payable when you collect your pet. Our finance team are happy to offer advice and discuss alternative payment options.

Important news

Over the last year, we have seen our costs increase significantly and we have absorbed the majority of these additional costs to try and support our customers during difficult times. However, with costs continuing to escalate, our prices need to increase to offset at least some of these higher costs.

These price changes will be implemented from 5 December 2022.

Please note that all existing estimates prior to 5 December will be honoured until 31 December 2022.

If you have any questions, please speak to a member of our team.

Thank you for your continued support.