Making a Claim On Your Pet Insurance

Here at Donaldson’s Vets, we are happy to offer a direct claim facility. Unlike many other Practices in the area, we do not levy a charge for this service.

If you would like to claim direct all we ask is that you provide us a completed claim form that includes your policy number and to pay your insurance policy excess at the time of treatment.

If you have any queries regarding this then our Insurance Team are contactable by email If you have an urgent query, please call 01484 421512 and select the option for the Insurance team to leave us a message and we will get back to you as soon as we can.

Claiming direct to the Practice:

You, the client pays your policy excess to the Practice and any items not covered by your insurer and complete a claim form. The Practice will then claim the treatment costs direct from your insurer. If the claim is accepted, your insurer will send payment directly to us. Any items declined by your insurer must be paid by you within 7 days.

Claiming to yourself:

You pay in full for treatment, provide us with a claim form, which we will process and send to your insurer.

Your insurer will then assess the claim and if accepted, pay any monies due to the policyholder.

Treatment and policy holder responsibilities:

If we recommend a treatment or procedure, it is your responsibility to check with your insurance company about your level of cover, any exclusions you may have and what excess you will need to pay. We will do our best to help with this process, however insurance companies prefer to deal with the policyholder.  Any gap between insurance cover and our costs remains the responsibility of the client.

There are hundreds of pet insurance policies, and all are different.  Please bear in mind that we do not have a contract with your insurance company or the resources to deal with them, they are not obliged to speak to us only you.  Often your queries can be resolved by making direct contact with your insurance company. If your query is related to Insurance claims that have been settled and any short fall, please contact your Insurance company directly.

Additional Claim Direct Information:

Our claim direct facility is offered at our discretion. We reserve the right to withdraw this facility at any time and request payment at the time of treatment.

Your insurer may not provide cover for some costs, which may include prescription diets, flea and worm treatments, dentistry, and complementary therapies (please refer to your policy terms and conditions)

If your insurance claim has not been settled by your insurer within 4 weeks of treatment date, we ask that you contact your insurer directly to ask for the reason for the delay.

If your insurance claim has not been settled by your insurer within 6 weeks of the treatment date, we reserve the right to ask you to settle your account within 7 days and we will instruct your insurer to pay you.

Please ensure that you respond to any queries from your insurer promptly and notify us immediately regarding any correspondence that you receive.

Insurance Direct Claim Terms & Conditions

Insurance policy terms and conditions vary greatly: it is your responsibility to read your policy documents in full and contact your insurer before making a claim.

Any submitted direct claim is not a guarantee that your insurer will agree to pay your claim. Should you require guarantees of liability acceptance by your insurer, you need to contact your insurer directly to discuss a Pre-Authorisation of a claim.

Our direct claim service is offered to clients at our discretion. We reserve the right to decline this service and request payment at the time of treatment.

1) Fully completed claim form or claims link*on the day of treatment/when you collect any medication
2) Additional claim forms or claims links if your insurer requires them for ongoing treatment thereafter.
3) Payment of your fixed and/or percentage excess.

* You will need to contact your insurer to request that they send us an insurance link

Your insurer may not provide cover for all treatment costs e.g prescription diets, flea & worm treatment, dentistry, and complementary therapies. Any deductions, shortfalls or declined claims remain your responsibility. These costs must be settled by you to Donaldson’s Vets within 7 days of invoice.

Please notify us immediately of any communication that you receive from your insurers and ensure that any queries are actioned promptly, as this may delay the claims process.

If your insurer has not settled your claim within 6 weeks of treatment date, we reserve the right to ask you settle your account immediately and we will then instruct your insurer to pay you directly.

I agree to the disclosure and transfer of my personal data and pet records as required to complete direct claim checks if applicable and insurance claims. I agree to be contacted, and will respond to the Practice, at any point during this process. I have read and agree to the above terms and confirm I have supplied information that is correct to the best of my knowledge

Policyholder's Full Name(Required)
I agree to the above T&Cs(Required)
DD slash MM slash YYYY
Pet's Name(Required)
Do you wish this instruction to apply to all pets on your record?

Pet Insurance with Vetsure

“Each year 1 in 3 pets is injured or becomes ill* and needs urgent veterinary treatment. Insurance can help you cover the cost of these unexpected bills leaving you free to concentrate on helping an important member of your family recover.”

*source: Datamonitor – UK Pet Insurance 2008


Donaldson’s Vets recommend having your pet insured. We promote Vetsure Pet Insurance® because…


Vetsure makes it simple:

We are part of the trusted Vetsure network. This means that Vetsure are happy for us to settle the bill directly with them when you make an eligible claim. After treatment you simply pay us the policy excess.

Vetsure for tailored cover:

Pick and choose from a range of benefits and benefit levels to suit your budget. To further adjust your monthly premium, you can choose from a range of excess levels (£69, £109 or £149).

Vetsure cover for life:

If your pet develops an ongoing condition like arthritis or diabetes, the vet treatment benefits offered will recharge every year for each condition**. Vetsure also only charge the excess once per unrelated condition – many insurers charge the excess every year – which can soon make costs add up.

Vetsure promote the best of health:

Vetsure offer optional Preventative Care
Vouchers to help cover the costs of vaccination, neutering and worming.



As a fully accredited Vetsure practice we can exclusively offer our clients 5 weeks cover free of charge. Simply choose whichever level of cover you are interested in taking out and get the first 5 weeks free.***

In order to benefit from this offer, you can follow the link (below) or pop into our practice and we will arrange for Vetsure to contact you and put your cover in place today!




For more information about Vetsure Pet Insurance – or to obtain a quote – visit the Vetsure website or call 0800 050 2022.

Alternatively, ask a clinic staff member to arrange a call from the Vetsure team at your convenience!


*source: Datamonitor – UK Pet Insurance 2008.

**provided your premiums are kept up to date and your policy remains in place.

*** terms and conditions apply – visit for details on cover available.

For Donaldson and Partners Vets Pet Insurance Policy Holders:

We now promote Vetsure Pet Insurance, but if you have a Donaldson and Partners Vets Pet Insurance Policy, your pet will continue to be covered and supported as before by our partnered insurers (both ranges are underwritten and supported by the same insurance company). If you have a Donaldson and Partners Vets Policy and need any customer support or want to make a claim, click here or call 0845 567 0055.