How to Make a Pet Insurance Claim
How to Make an Everypaw Vet Fee Claim
We understand it can be stressful if you have a poorly or injured pet, and the thought of submitting a pet insurance claim is looming. It can be daunting, especially if you've never made a claim. So, to make it easier for you, we've put together this step-by-step guide.
We're not going to lie; this is a long page with a lot of information. Don't be put off! The length all comes down to the type of claim you need to make. It's either a new, continuation, or paper claim, and we've mapped them all out for you below.
First Things First
Are you registered for Everypaw's Pet Portal?
If you are, great! This is the fastest way to claim. Don't worry if you're not. There's always time to register; click here, register, and then come back. But if you don't fancy registering, that's fine; you will need to go down the paper route. You'll find out about paper claims further down the page.
What You Might Need to Make a Claim
This will be super easy; follow these step-by-step instructions, and you'll be fine. Before you start, though, we will need a few things. These could be overwhelming if you're looking for them mid-claim submission, so it's worth getting these together in advance.
- When did you get your pet? If this is a new claim, we like to know so we can understand your pet's medical history. Don't worry too much if you don't know the exact date; an approximate date is OK.
- The details of the vet that treated your pet, specifically their postcode. We might already have these on file if you've made a claim before, but it's good to be prepared.
- Double-check the email address of the vet who treated your pet.
- When did you first use the veterinary practice that treated your pet? Again, if this is a new claim, we'd like to know this to understand their medical history. If you're not sure, you can give us an approximate date.
- Only for continuation claims, we'll need any invoices you have, whether from your vet or online pharmacy. These will need to be itemised invoices with a full breakdown of treatment. We're not talking about your card receipt. All invoices must be in one of the following formats: docx, jpeg, bmp, gif, tif, png, txt or pdf. If you don't have an itemised invoice, don't worry; we'll ask your vet for the documents.
Getting Started
1. Log in to the Everypaw Pet Portal.
2. Click the 'Make a claim' button.
When you start your claim, a new form will load, including details about your pets and their policies.
Type of Claim
3. You'll need to select the pet you're claiming depending on how many pets you have on the portal.
4. Select if this is a 'New claim'.
5. Let us know who we're paying for your pet's treatment, you or your vet.
6. Click 'Next'…
Claim Details
7. When did you got your pet? We did say you'd need this.
8. Tell us if your pet passed away due to the condition you're claiming for. We'll need to know the date they passed away.
9. Describe your pet's conditions or symptoms.
10. Tell us when you first noticed the condition or symptoms.
11. Click 'Next'…
The Vet's Details
12. Tell us about the vet that treated your pet. We might already have your vet's details on file, but if it's a new vet, click 'New treating vet' and add their details. This is where you need their postcode.
13. If it's a vet we already have on file, this is when you double-check the email address. If it is different, you can add another practice email address.
Previous Vet's Details
14. Previous vet details. If you have them, add them here. We need them to understand your pet's medical history. If you don't have them, you can still submit your claim. If we do need them, we'll get in touch.
15. Read the claim declaration, then click to confirm you've read and agree to the declaration.
16. Click 'Submit claim'…
Claim Submitted
That's it; your claim has been submitted.
We'll send your claim directly to your vet so they can review and confirm the claim. Once we have it back, we'll process and decide on the claim within 5 working days.
If we don't hear back from your vet, we'll chase them up for you. If we need anything else from you, we'll get in touch.
You can read our claims process in the Frequently Asked Questions below, so you know the timeframes we'll be working on. We'll keep you updated on your claim's process on the Pet Portal's Claims Tracker, send you text messages, and, if it's your preference, letters.
How to Make Continuation and Medication Claims
We understand how ongoing conditions can drag on, and not every claims needs a brand new claim to be submitted every time. Especially if you're already buying your pet's drugs online.
But whether it's a continuation claim or a medication claim, a claim still needs to be submitted...
How to Submit a Continuation Claim
1. Log in to the Everypaw Pet Portal.
2. Click the 'Make a claim' button.
3. Select the pet you're claiming for.
4. Select if this is a 'Continuation claim'.
5. Select we're paying for your pet's treatment.
6. Let us know if you have an invoice of your pet's treatment or medication. Don't worry; we can get these from the vet if you don't.
7. Click 'Next'…
Continuation Claim Details with Vet Invoice
If you selected you have the vet's invoice, these are the steps to follow for your continuation claim.
8. Select the condition for which you want to make the continuation claim.
9. We need to know when treatment started, and when treatment ended.
10. Tell us if your pet passed away due to the condition you're claiming for. We'll need to know the date they passed away.
Continuation Claim Vet Invoice Treatment Details
11. Enter the total amount you're claiming for.
12. Tick the boxes of any treatment listed on the invoice; if there aren't any, you can tick 'None of the above are included in the invoice'.
13. Upload a copy of your vet's invoice. It must be an itemised invoice with details of the treatment listed. This must not be your card payment receipt from the vet.
14. Click 'Next'…
Continuation Claim for Medication
If you're claiming for medication, your continuation claim journey is slightly different, but still picks up after step 7.
8. Select the condition for which you want to make the continuation claim.
9. Enter the date you ordered the medication.
10. Tell us if your pet passed away due to the condition you're claiming for. We'll need to know the date they passed away.
Continuation Claim Medication Details
11. Enter the total amount you're claiming for.
12. Tick the boxes of any treatment listed on the invoice; if there aren't any, you can tick 'None of the above are included in the invoice'.
13. Upload a copy of your medication invoice. The invoice needs to show what medication was paid for. Don't upload your card payment receipt; that's not what we need.
14. Click 'Next'…
Continuation Claim Vet Details
15. Tell us about the vet that treated your pet. We might already have your vet's details on file, but if it's a new vet, click 'New treating vet' and add their details. This is where you need their postcode.
16. If it's a vet we already have on file, this is when you double-check the email address. If it is different, you can add another practice email address.
Continuation Claim Previous Vet Details
17. Previous vet details. If you have them, you can add them; they can be handy for your pet's medical history. If you don't have them, you can still submit your claim. If we do need them, we'll get in touch.
18. Read the claim declaration, then click to confirm you've read and agree to the declaration.
19. Click 'Submit claim'…
Continuation/Medication Claim Submitted
Your claim has been submitted.
We'll process your claim and come to a decision on the claim within 5 working days.
We'll keep you updated on your claim's process through the Pet Portal's Claims Tracker, send you text messages, and, if it's your preference, letters.
If we need anything else from you, we'll get in touch.
How to Submit a Paper Vet Fee Claim
If you've chosen not to register for the Pet Portal and you need to submit a claim, you can download and submit a paper claim form. A paper claim form is going to take longer to process and assess.
1. Download a paper claim form here.
2. Complete all the information that we need from you.
3. Hand it into the vet that treated your pet.
4. The vet must complete their claim form section and post it to us for assessment.
5. Once we've assessed the claim, we'll let you know the outcome.
Frequently asked questions
We'll be on to it within 5 days of getting your claim form. In most cases and where there are no further queries, we aim to make payment within 5 days of assessing your claim.
We want to get your claim sorted as soon as possible; unfortunately, now and again, there are bumps in the road. Delays can happen, and these are generally down to when we need more information to process your claim.
The most common delays for first-time claims come from waiting for your vet and previous vets to supply your pet's medical history.
Delays often happen when processing continuation or medication claims because the incorrect invoice has been uploaded. We need itemised treatment invoices and medication invoices, not card payment receipts.
From start to finish, here's our claims process:
Submitting your claim: Once your pet's been treated, you submit your claim. Answer a few questions, provide your vet's details, and let us know who we need to pay.
Awaiting vet completion: We'll reach out to your vet to confirm the treatment and costs. On average, vets get back to us in 8 days, depending on your vet. If we haven't heard back, we'll kindly remind your vet on days 5, 10, and 15.
Claim received: Your vet has provided us with the information we need to move forward.
Pending approval: Our assessors will carefully review your claim and make a decision. It takes up to 5 days to assess a claim, but sometimes it can take a bit longer if we need more information.
Claim processed: Your claim has been assessed, and we'll let you know the outcome.
Once you've submitted your vet fees claim to the portal, you can track its progress with the Claims Tracker. If you downloaded and completed your form by hand, your claim won't appear in the Claims Tracker until we've received and processed it.
We'll also keep your Portal's Messages section up to speed with your claim's updates, and if you're signed up for SMS, we'll text you too. You can expect your updates through your letterbox if you receive your docs by post.
If you aren't receiving text message updates, you can log in to the Pet Portal and update your preferences on the 'Account' page. Texts are the quickest way to get an update on key claim events.
If you need to submit a claim for other benefits of your policy, you can download claims forms for the following claims from the Pet Portal.
- Holiday cancellation claim form
- Emergency boarding hospitalisation claim form
- Loss, theft and straying claim form
- Purchase price claim form
If you don't have portal access, please call 0344 543 1009, and we'll send you the claim form you need. We're open Mon–Fri: 8.30am – 6pm.
Once you have the form, please fill out all the information we need on the form and post it back to us. Once we've received the form, we'll get in touch if we need any further information from you.
Claims for dental treatment, complementary or physiotherapy treatment, cremation or burial costs can be submitted as a vet fee claim.
If you need to make a Third Party Liability claim, please call 0344 543 1009. We're open Mon–Fri: 8.30am – 6pm.
Third Party Liability covers you if your dog has injured someone else or damaged someone else's property.
Your Third Party Liability cover is not for when another dog has damaged your property or injured you and your pet. If this happens to you, you need to take this up with the other dog's owner.
Your pet will be covered for any new illnesses or accidents they suffer from the start date of your policy. Our policies don't cover conditions your pet suffered before the start date of your policy; these would be considered pre-existing conditions.
There are some temporary exclusions in place from the start of your policy. For the first 3 days, you will not be covered for accidents or poisoning. For the first 14 days, you will not be covered for any illnesses. We can waive these temporary exclusions if you have switched to Everypaw and prove your previous insurance covered your pet up to the Everypaw policy's start date.
You should read all your policy documents for details on what is covered.
If you need a pre-authorisation and it's an emergency, the best thing for you to do is call us on 0344 543 1009. We understand this can be a stressful time, and we’ll do our best to make a decision within 24 hours.
If it's not an emergency, you can get in touch with us through the 'Contact us' page of the Pet Portal.
We're open Mon–Fri: 8.30am – 6pm.
You'll need to pay an excess when you claim vet fees, and the frequency and amount you'll need to pay will depend on your policy.
- For Lifetime policies, your excess is payable per condition, per year
- For Maximum Benefit and Time Limited policies, your excess is payable per condition
The amount you will need to pay will depend on the excess options available to you when you bought your policy. Your excess will be either:
- The set excess on your policy
- The set excess on your policy or a percentage of your claim amount, whichever is more
- The set excess plus voluntary % excess
You'll find your excess on your Certificate of Insurance and in the Pet Portal.
If we have asked you to send us additional information to process your claim, you can upload the documents we need on the 'Contact us' page of the Pet Portal.
Select 'Claims' as your topic and 'Responding to a request from us', and then you'll be able to upload the documents we need. Documents must be under 15 MB and in one of the following formats: docx, jpeg, bmp, gif, tif, png, txt or pdf.
If you don't have access to the Pet Portal, you can email documents to claims@everypaw.com. It may take longer to process documents received via email as there will be some admin work to assign it to your claim.
We can make payments directly to your vet. However, you do need to make sure they accept payments first. If they don't, we can pay you instead. If we need your bank details, we'll contact you to make sure you get paid.
Declining a claim is a decision that we do not take lightly. If your claim is declined and you believe our decision is incorrect, you have the right to challenge it.
You can contact us through the Pet Portal by visiting the 'Contact Us' page and filling out one of our contact forms. When selecting the topic, choose 'Complaint about a claim,' and our team will investigate the issue for you.
If you don't have access to the Pet Portal, you can reach us by calling 0344 543 1009. Our phone lines are open Monday to Friday from 8:30am to 6pm.
