Terms of Business

TERMS OF BUSINESS

All clients are required to settle their account in full at the time of treatment.

Prescription charges apply to any prescription requested by a client which is not filled and dispensed by Abington Park Veterinary Group. Please speak to the receptionist about prescription charges.

Payment Methods
We accept cash and most credit and debit cards with the exception of American Express.

If your pet is insured

Insurance companies offer different levels of cover and we strongly recommend you check your policy details for level of cover. You should also check what items are excluded from cover

Prior to committing to treatment it is important that you establish and confirm:

That the condition being treated is covered by your insurance policy as some annual policies do not cover on going conditions.
In the event of an on-going claim there are no exclusions in place or limits to what you can claim.
Your annual limit, per condition, for claims on the policy.
How much you have already claimed (this can be at our practice, or in the case of referrals, your usual practice).
Your level of excess on your policy.
We do not track your insurance policy. It is your responsibility to ensure that your limits are not exceeded. If insurance policy limits are exceeded it is your responsibility to settle outstanding amounts.

We recommend you contact your insurer to confirm the condition and treatment is covered and obtain a pre-authorisation for the claim before treatment commences.

You should obtain a claim form from your insurer, complete your part of the form in full and bring it with you to your first appointment along with your policy document. You must settle your account in full at each appointment. We will complete the claim form and return it to you after the treatment, along with our invoice to submit to your insurance company for reimbursement.

We are able to discuss insurance plans with Petplan and RSA brokered plans under individual arrangements made with them. Under the Financial Services Authority (FSA) rules, we are unable to discuss claims with other insurers.


If your pet is not insured

We are happy to provide an estimate of the potential cost of treatment. You should note that this will not be an exact quotation. The nature of our work means we can not give an exact quotation but if fees are rising in excess of the original estimate, further costs will be discussed by the veterinary surgeon before carrying out further investigations, treatment or procedures.

Interest free finance is available, subject to status, for sums over £500. Please discuss this in the first instance with the veterinary surgeon before commencement of treatment.


Direct Claims for insured clients.

In exceptional circumstances we are able to settle claims, on your behalf, directly with your insurance company.

We cannot settle direct claims for amounts of less than £250.

Direct settlement of claims should be agreed with the vet treating your pet. You must complete and sign a direct payment of insurance claim form before treatment can begin.

Direct claims are not allowed for clients insured with Equine and Livestock (E&L) Insurance Company or any of it’s affiliates; Animal Friends; BDML Connect or any of it’s affiliates.

We will need proof of your address from a drivers licence or utility bill.

We charge an administration fee of £20 for settlement of direct claims. This will need to be paid at your first appointment.

Additionally, we require a deposit of £250. This will need to be paid at your first appointment and will be refunded to you when your insurance company settles your claim. Any excess payment will be deducted from the refund.

Direct claims are for initial diagnosis and treatment. We can not offer a direct claims service for payment of ongoing medication required for your pet unless the value is over £250. Repeat prescriptions not covered by a direct claim will need to be paid for when collected.

Insurance companies offer different levels of cover and we strongly recommend you check your policy details for level of cover. You should also check what items are excluded from cover.

Prior to committing to treatment it is important that you establish and confirm:

That the condition being treated is covered by your insurance policy.
In the event of an on going claim there are no exclusions in place or limits to what you can claim.
Your annual limit, per condition, for claims on the policy.
How much you have already claimed (this can be at our practice, or in the case of referrals, your usual practice)
Your level of excess on your policy.
We do not track your insurance policy. It is your responsibility to ensure that your limits are not exceeded. If insurance policy limits are exceeded it is your responsibility to settle outstanding amounts.

You must contact your insurer to confirm the condition and treatment is covered and to obtain a pre-authorisation for the claim before treatment commences.

You must inform us of the pre-authorisation number for your claim prior to commencement of treatment.

You will need to give us details of your insurance company.

We will need:
Insurance company name
Name of Policy Holder
Policy Number
Policy start date and expiry date
Amount of Excess
Annual limit, per claim, on your policy
Total claimed this year so far for the condition being treated
Pre-authorisation number for this claim


Complaints procedure for clients :

We hope that you will never feel the need to complain about your experience with us. However if you do have concerns then these should be raised with the Clinical Directors and can hopefully be sorted out at this level. More serious complaints should be addressed in writing to the Clinical Directors.We will then investigate the complaint and respond in writing after taking appropriate legal advice.

Abington Park Veterinary Group will not tolerate any aggressive, or abusive behaviour to any staff member at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.

Abington Park ReferralsTerms of Business