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Pet Insurance

The best care for your pet at all times

We strongly recommend Pet Insurance. This ensures that you can choose to have the best care for your pet at all times without compromise or worries over cost. Staff at all the surgeries can help you with any queries you may have.

If your pet is sick or injured and you have a valid pet insurance policy it is important that you make your insurance provider aware that you will be making a claim. This will not only give you peace of mind that the vet fees will be covered for the current condition, but also alerts the insurance provider that a claim is likely to be made.

Check the small print of your policy to ensure you are aware of the terms and conditions - some insurance providers stipulate that you inform them of the onset of an illness or condition within a set time frame.

On speaking with your insurance provider they may either send you claim forms via the post or direct you to download a claim form from their website.

How to make a claim

Claim forms have a section that must be filled out correctly by the pets owner/policy holder. This includes your contact details, details of the pet and the illness or condition to be treated. If you are not exactly sure what is wrong with your pet, please include the symptoms/ reason you took your pet to the vet. Once you have completed your sections of the claim form you then need to give this to the surgery for your vet to complete and send on to the insurance company to allow it to be processed. This needs to be done as soon as possible after treatment is given.

Claim forms can be completed at the end of treatment if it is a short term/one off problem, or regularly throughout treatment for chronic, and ongoing problems. You should provide a claim form AT LEAST every 6 months for long term illnesses, ideally we would ask for a new claim form to be submitted every 30-90 days.

We generally expect our clients to settle their account with us first and then claim back from their insurance company. Once we are in possession of a completed claim form we aim to have this sent to the insurance company within 7 working days. In some circumstances we may be able to claim directly from your insurer however, please see further details below.

Indirect claim - As the pet's owner you are usually expected to pay the balance of your account at the time of treatment. Once the balance has been paid, a completed claim form should be provided to the surgery for the veterinary staff to complete which is then sent to the insurance company to be processed. The insurance company will pay any settlement straight back to you as the pet's owner.

Direct claim -  Veterinary practices are not obliged to complete a direct claim although in exceptional circumstances and after discussion with your vet this service can sometimes be provided but this is entirely at the practice's discretion. Completing a direct claim allows the vet to claim the treatment fees directly from the insurer. Doing a direct claim will incur an admin fee which must be paid to the practice at the time treatment is given along with your policy excess amount. We will not authorise direct claims through all insurance companies and a direct claim request form must be completed for approval by a senior member of our team BEFORE treatment begins in order for us to claim direct.

It is important to realise that throughout your pet’s treatment, you and not your insurance company are liable for any balance on your account. If you ever have any queries regarding insurance claims please contact the surgery who will be happy to advise you.

Practice information

Woking

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  • Mon
    9:00am - 6:30pm
  • Tue
    9:00am - 6:00pm
  • Wed
    9:00am - 6:30pm
  • Thu
    9:00am - 6:00pm
  • Fri
    9:00am - 6:30pm
  • Sat
    9:00am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01483 668912
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Find us here:

Sherpa House, Kingfield Road, Woking GU22 9EH
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Please call this number for emergencies:

01483 668912

Lightwater

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  • Mon
    9:00am - 6:00pm
  • Tue
    9:00am - 6:00pm
  • Wed
    9:00am - 6:00pm
  • Thu
    9:00am - 6:00pm
  • Fri
    9:00am - 6:00pm
  • Sat
    9:00am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01483 668912
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Find us here:

149 Guildford Road, Lightwater, Surrey, GU18 5RA
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Please call this number for emergencies:

01483 668912

Chertsey

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  • Mon
    9:00am - 6:00pm
  • Tue
    9:00am - 6:00pm
  • Wed
    9:00am - 6:00pm
  • Thu
    9:00am - 6:00pm
  • Fri
    9:00am - 6:00pm
  • Sat
    9:00am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01483 668912
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Find us here:

6 London Street, Chertsey, Surrey, KT16 8AA
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Please call this number for emergencies:

01483 668912