Routine opening hours for non-urgent case are Monday to Friday 8:30am – 6:30pm
Paying for your pets’ treatment
There are several ways you can pay for your pet’s treatment, depending on whether you have pet insurance or not.
Veterinary care is evolving and what our veterinary team can now do to improve patient care is truly amazing. Unfortunately, despite best efforts, pets can become unwell or suffer an accident and its when something goes wrong clients learn the true value of that service. For us to continue to provide state-of-the-art facilities, modern and innovative equipment, an educated team and around the clock care, we need to charge you a fee. As we are an independent practice our costs are often lower when compared to corporate veterinary practices and we regularly audit our prices to ensure fair market value.
To help you plan for this we will provide you with an estimated cost, either before your appointment or at the time of admission. Please do bear in mind though that this is an estimate, sometimes cases do not go as predicted and additional costs are accumulated. When this happens, we will endeavour to keep you updated so that there are not too many nasty surprises.
A £30 Insurance Administration fee (charged per condition per year) will be payable for all Direct Claim submissions
Insured Pets
We cannot guarantee that your insurance company will cover all the treatment costs for your pet. We encourage you to contact your insurance provider prior to your appointment to get an understanding of your cover and policy exclusions and to give us permission to speak to the insurers on your behalf.
We actively support pre-authorisation as this allows both us and you to prepare for any insurance claim shortfalls. Please ask a member of our administrative team to assist you with any pre-authorisation requests prior to your appointment. Please note, you are responsible for any shortfall of payment not covered by the insurance company.
Direct Claims
Here at Eden Vets, we can arrange direct claims when the treatment costs are more than £250 per calendar month for on-going medical management and procedures or investigations.
A direct claim is where we submit the completed claim form and full invoice to the insurance company and settlement is made directly to Eden Vets.
To submit a direct claim, we ask the following:
Non-Direct Claims
If your pet is insured with a company that we do not deal with directly or the cost of treatment is less than £250 we will ask you to:
We will send off the completed claim form to your insurance company and they will make payment directly to you, minus any policy excesses and co-payments.
Non-Insured Pets
If your pet is not insured, we will ask for payment in full for any treatment and routine procedures. For more expensive procedures (>£1000) a 50% deposit of the estimate at the time of admission is required with the remainder to be settled at time of discharge. Without payment we cannot proceed with your pet’s treatment. Full estimates will be provided, and treatment requirements discussed with you in detail.
Methods of Payment
You can pay via BACS transfer at reception, by debit or credit card, or cash. Unfortunately, we do not accept American Express or personal cheques. Large payments are to be made in person by the cardholder and we are unable to accept large card payments over the phone.
Please note we do not process direct claims for dental treatment and all fees must be paid for at the time of discharge. This is due to the fact most insurance companies do not cover or will exclude dental treatment. We will however submit a non-direct claim if you so wish to try and reclaim some costs