Insurance Claims


For treatments and procedures under £500 we kindly ask for payment at the time. For larger invoices we may be able to request a ‘Pay Vet’ direct claim, depending on your insurance company. (Vetsure insured patients do not have a minimum procedure value and can direct claim to 'Pay Vet' for any amount once their excess has been reached). For direct claims we require the payment of £125 at the time of treatment. This covers £100 insurance excess and £25 administration costs. Once the claim has been settled any outstanding or over payments can be settled.

It is always advisable to get a ‘pre – authorisation’ from your insurer for expensive or complex procedures.

For direct continuation claims we charge an annual administration fee of £25 per condition.

Please note we reserve the right to request payment in full if your insurance company declines the claim or has failed to settle after 6 weeks.

We never want money to be an issue should your pet require treatment but there is also no doubt that the provision of high-quality veterinary care can be costly.

It is for this reason we suggest all our clients take out a good quality pet insurance product. We are a Vetsure-accredited practice and, as such, promote the Vetsure range of pet insurance products. As a recognised practice we benefit from active communication channels with the Vetsure team. This means we can obtain pre-authorisation prior to starting treatment and can help make the claim process as easy as possible.

Kelston Vets are an Introducer Appointed Representative (IAR) of TVIS Ltd who is authorised and regulated by the Financial Conduct Authority (FRN 523215)