These terms apply where Grange Vets Ltd agrees to submit a pet insurance claim on your behalf and accept payment directly from your insurer (“a direct claim”).

Direct claims are offered as a discretionary service and are not an entitlement. By asking us to submit a direct claim, you agree to the following terms.

1. Direct claims are offered at our discretion

Grange Vets Ltd may agree to submit a direct claim on your behalf. We reserve the right to refuse or withdraw this service at any time and for any reason. Where a direct claim is not offered, payment of your account will be required in full, and you may reclaim eligible costs directly from your insurer.

2. Your insurance policy

Your pet insurance policy is a contract between you and your insurance company. Grange Vets Ltd is not a party to that contract.

It is your responsibility to understand your policy, including (but not limited to):

  • what is and is not covered;
  • policy exclusions;
  • excesses;
  • co-payments;
  • annual or condition limits;
  • waiting periods;
  • renewal terms; and
  • any other policy conditions.

If you have any questions about your policy or cover, you should contact your insurance company directly.

3. Claim decisions

We will submit your claim using the clinical information and invoices relating to your pet’s treatment.

We cannot guarantee that your insurer will accept your claim or pay any particular amount.

All decisions regarding cover, payment and claim eligibility are made solely by your insurance company.

4. Responsibility for payment

You remain responsible for the full cost of your pet’s treatment at all times.

If your insurer:

  • declines your claim;
  • only pays part of your claim;
  • applies an excess or co-payment;
  • excludes any treatment;
  • reaches a policy limit; or
  • delays payment for any reason, you are responsible for paying any outstanding balance owed to Grange Vets Ltd.

5. Multiple conditions

Where your pet is being treated for more than one condition, we will normally submit each condition as a separate claim unless the treating veterinary surgeon has confirmed that the conditions are directly linked.

Many insurers apply an excess or other policy deductions separately to each condition. It is your responsibility to understand how your insurer applies these charges.

6. Ongoing claims

For ongoing treatment, invoices are submitted to your insurer as they are generated. We do not usually wait until treatment has been completed before submitting claims.

7. Communication

Once your claim has been submitted, we will only contact you if:

  • your insurer requests additional information;
  • there is an outstanding balance for you to pay;
  • you are due a refund; or
  • we require further information from you to progress the claim.

If you would like an update on the progress of your claim or have questions about the insurer’s decision, please contact your insurance company directly.

8. Information provided to your insurer

By requesting a direct claim, you authorise Grange Vets Ltd to provide your insurance company with relevant clinical history, invoices and supporting documentation required to assess your claim.

9. Accuracy of information

Claims are completed using the information contained within your pet’s clinical records. We cannot alter, omit or misrepresent clinical information or invoices in order to influence the outcome of a claim.

10. Changes to treatment

The submission of an insurance claim does not affect veterinary recommendations or treatment decisions. All treatment is based solely on your pet’s clinical needs.

11. Acceptance of these terms

By requesting a direct insurance claim, you confirm that you have read, understood and accepted these Terms and Conditions.

Grange Vets Ltd reserves the right to amend these Terms and Conditions at any time.