Insurance

Upon receipt of an insurance claim form:

A staff member (normally the practice manager) sets up a paper insurance claim file with any other accompanying documentation.  A “progress from” stays at the front of the file so other staff members can easily see where the claim is up to.

The PMS is updated to show that an insurance claim form has been submitted and where the claim form has been sent.  Which vet at which clinic and when.

Clients receive a letter from NWEV by post or email confirming receipt of the claim form and advising of the £15.00 admin fee.  They are asked to pay the Policy Excess and admin fee if not already done so.  The fee will only be charged once on each claim and not on follow up work done.

Veterinary internal process:

The claim form is then passed to the vet in charge of the claim for them to complete.  We allow 10-14 working days for this process as the vets may be unable to complete the forms immediately due to their clinical workload.

The completed form is then returned to the practice manager to forward to Insurers via email with the full clinical notes and all relevant invoices.

Ongoing process:

After each month’s invoice run the practice manager takes the insurance claim files and checks whether each client has had work done that month.  If so, the invoice and clinical notes are forwarded to the relevant Insursrance company by email.  If a continuation claim form is required the Client is contacted by Text or email.

Clients continue to receive monthly statements from NWEV until the claim is fully settled. This is to keep them informed of their account balance.

Expectations of the insurance company:

It is a requirement of this practice that insurance companies pay us directly and therefore we will wait for payment to come directly from them.  Any over-payments will be either refunded by cheque by return of post or refunded to the card from which it was paid.

Third party invoices:

Any third party invoices (i.e. farriery, physiotherapy, livery, rehabilitation, transportation, disposal, etc) must be paid directly and will not be invoiced through North West Equine Vets Ltd.