Terms and Conditions for Insurance Claims Processing

 

Thank you for choosing The Grove Vets for your pet’s care. We understand that managing veterinary expenses can be challenging, and we aim to assist with insurance claims efficiently. Please read the following terms and conditions carefully.

 

1. Submitting Insurance Claims

All insurance claim requests must be submitted through the designated Contact Form on our website. This ensures we have the necessary details to process your claim accurately.

 

2. Claim Processing Options

We offer three options for managing your insurance claims:

 

2.1. Option 1: Request Clinical History and Invoices (No Fee)

If you prefer to submit your insurance claim directly to your provider, we will send you your pet’s entire clinical history and a full invoice history in PDF format. This includes:

 

    •    A combined invoice showing a full history of invoices and transactions.

    •    All individual invoices related to your pet’s treatment.

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You can then decide which invoices to send to your insurance company for reimbursement.

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    •    There is no fee for this service.

    •    Please note that we will be unable to separate invoices out by condition when requesting this service.

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2.2. Option 2: Request Us to Process the Claim (Fee: £12.50)

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If you’ve paid your bill in full and would like us to handle the claim submission on your behalf:

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    •    All outstanding accounts with us must be fully cleared.

    •    A £12.50 fee applies to cover administrative costs.

    •    Please note that this processing fee applies per claim—i.e., each time we process a claim for you.

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2.3. Option 3: Request a Direct Claim (Fee: £25.00)

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For larger invoices (over £500), you may request that we submit a direct claim to your insurance company, waiting for them to pay us directly.

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    •    This is subject to our discretion.

    •    A deposit is required, covering your insurance excess and 20% of the total claim.

    •    Any unused portion of the deposit will be refunded once the claim is settled.

    •    Please note that the processing fee applies per claim.

    •    Please note that we cannot delay payments for ongoing consultations or medications to allow the total                 bill to reach £500. For chronic or ongoing conditions, we require that you settle the cost of treatments                   directly with us, and then submit the insurance claim yourself to receive reimbursement.

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3. Important Information About Direct Claims

 

    •    Direct claims are offered on a case-by-case basis.

    •    Only invoices over £500 qualify for direct claims.

    •    If your insurance company declines or partially pays the claim, you are responsible for settling any remaining balance directly with us.

 

4. Processing Time and Administrative Costs

We aim to process all insurance claims within 7 working days. However, communication with insurance companies can sometimes be inconsistent, leading to delays on their side.

 

    •    While we strive to meet this timeframe, 7 days is a guideline and there may be occasions where                             processing exceeds this due to workload or unforeseen circumstances.

    •    If your insurance company requests additional information, this could further delay the process.

    •    We appreciate your patience, and please remember, you always have the option to submit the claim                    directly with your insurance company. If you choose this, we will refund your processing fee.

 

5. Client Responsibility

It is your responsibility to understand the specific terms of your insurance policy.

 

    •    Some insurance companies may not allow claims to be processed if a certain amount of time has passed             between the treatment event and the claim request.

    •    We cannot be held liable if your claim is denied due to the terms and conditions of your insurance                         provider.

    •    Please ensure that all information you provide, including your insurance details, is accurate and up-to-                date.

 

6. Insurance Company Payment

If we process a direct claim and the insurance company declines or only partially covers the amount, you are responsible for paying any remaining balance directly to us.

 

7. Communication

All communication regarding insurance claims, including documentation requests, should be submitted through the Contact Form on our website.

 

8. Changes to Terms

The Grove Vets reserves the right to update or amend these terms and conditions at any time. Any changes will be posted on our website.

 

Contact Information

For any queries about insurance claims or this document, please reach out via the Contact Form on our website or visit us at:

 

The Grove Vets

2 Russell Grove,

Bristol, BS6 7UE

 

We appreciate your understanding and cooperation as we strive to provide the best service possible for you and your pets.