As a practice we strongly support the concept of pet insurance and therefore, offer a personalised claim service. Customers can decide whether they would prefer to make a direct or indirect claim, both of which are explained below.
At Shepherds we understand how hard it can be for some clients to pay for treatment up-front. Therefore, we are pleased to offer a direct claims service to our insured clients. There is an administrative fee for this service. Clients can either choose to pay per claim (£10) or to pay annually (£25) for unlimited claims for a 12-month period. Both fees are per pet.
Please be aware that we deal with a very high volume of insurance claims and although we aim to process them within a 7-day period, it can take up to 14 days.
For any advice regarding your insurance, please contact your insurance company directly.
Alternatively, you can contact our insurance administrator for support on the claims procedure. She is available on 01656 653918 Monday – Thursday 8am until 4:30pm and Friday 8am – 12 midday.
An indirect claim is when your insurance company reimburses you personally.
What we need from you:
What we will do:
When your insurance company reimburses us.
What we need from you:
payments or any treatments exempt from your policy. The insurance shortfall is required in full within 7 days of notification.
What we will do:
More information about Insurance Policies
Types of Policies
There are many types of cover to suit your circumstances and your pet. We always recommend reading through all the terms and conditions of each policy before making a decision.
Pet owners can choose from three main types of cover:
Lifetime pet insurance will cover your animal for illness/injury occurring throughout the lifetime of your pet. Most lifetime insurance will provide a broad range of cover and is designed to cover long-term, chronic or recurring illness.
It will pay vets' fees for accidents and illnesses, but only for a maximum of 12 months from when the problem was first noted. So, if/when the bill goes over 12 months, you will have to start paying
and this condition will not be covered again. Be aware sometimes the trigger is renewal date rather than 12 months of treatment.
This is a basic cover that only covers a pet if they need treatment after an accident, but will not cover any illness.
Please Note – Pet owners often have to select a maximum level of coverage, this is the total monetary amount the policy will cover. Check in the small print if this amount is per year, per condition or policy. It is always worth insuring your pet for the highest amount possible to cover the more expensive treatments e.g. a broken leg in a large dog could result in approx. £2000/£2500 in surgical costs.
For all types of pet insurance owners must pay an excess which is a monetary amount towards a claim submitted to the insurance company. This amount is usually a flat-rate excess. The amount and frequency in which you have to pay an excess can vary depending on the policy you hold. The majority of insurance covers require an excess, per condition, per policy year. For example if your pet becomes ill in January , the renewal date on your policy is February and treatment continues until March, you may have to pay two excesses
Some policies also charge a co-payment excess on every claim submitted this is normally a percentage of the invoice submitted that the policy holder will be required to pay in addition to the excess. A co-payment differs depending on the insurance policy you hold.
Pre-existing medical conditions
A pre-existing condition is any injury, illness, or irregularity noticed by you or your veterinarian before the insurance has been taken out or during your waiting period set out by your insurance company.
This waiting period differs per policy and insurance company. The “waiting period” is the term generally used for the time between the start of the policy and when your cover actually starts. It is normally a period of 14 days from the start of policy and exists to prevent fraud. However, any illness that occurs during this waiting period will be not be covered under your insurance.
Please Note – Pre-existing conditions can also occur due to clients swapping insurance companies or switching to a different plan within the same company (this can even be upgrading the policy). When you change companies or change your policy, any conditions prior to this change/move will be deemed pre-existing. Example: 9-year-old Labrador has arthritis and has claimed under the insurance company for 6 years. When you switch to a different company or upgrade your plan, this arthritis may now be not claimable as it is pre-existing the new insurance policy.
Please click on the links below to see the opening hours for or to telephone each branch ...
We provide 24 hours 7 days a week emergency service. If you have an emergency please call us on 01656 653918 to speak to our emergency out of hours team.
Ty ArcBrackla ParkBridgendMid GlamorganCF31 2BF01656 653918
T: 01656 653918