Pet Insurance & Direct Claims
Helping you navigate insurance with ease
We know that managing your pet’s care — especially during surgery or emergencies — can feel overwhelming. That’s why Elizavet is committed to making the insurance process as clear and stress-free as possible for you and your pet.
Understanding pet insurance
Not all pet insurance policies work the same way. Some insurers allow direct claims (where the vet is paid directly by the insurer), while others require you to pay the clinic first and then claim reimbursement.
It’s always best to check the details of your own policy before your pet’s appointment, as conditions can vary between providers.
Direct claims at Elizavet
At Elizavet, we’re pleased to offer direct claims for surgical procedures over £500, where your insurance company provides written pre-authorisation before treatment. This allows us to claim payment directly from your insurer, saving you from paying the full balance upfront.
However, to make this possible, a few important conditions apply.
1. The owner must initiate the claim
Only you — the policyholder — can access your insurance portal and authorise communication with your insurer. You’ll need to contact them to request pre-authorisation before surgery and provide us with the authorisation reference or confirmation email.
2. Pre-authorisation is essential
Pre-authorisation is written approval from your insurer confirming that your pet’s procedure is covered. Without this confirmation, a direct claim cannot proceed, as we cannot guarantee payment from the insurer.
Most insurers require a clinical history and an estimate of costs before issuing authorisation. This process typically takes 5 working days, depending on your insurer’s turnaround time.
3. When pre-authorisation isn’t possible
If your insurer does not offer pre-authorisation, or if treatment is urgent or out-of-hours, we are unable to process a direct claim. In these cases, the full balance must be paid to the clinic at the time of treatment, and you can then submit a claim to your insurer for reimbursement.
We’ll support you by providing all the necessary paperwork, invoices, and medical notes.
Emergencies and out-of-hours consultations
During emergencies or out-of-hours care, there isn’t time to obtain insurer approval in advance. In these situations:
- You’ll need to settle the invoice at the time of treatment
- We’ll provide all documentation to help you claim reimbursement quickly
Please remember that insurers generally do not offer pre-authorisation for emergency or critical cases.
What you’re responsible for
Even when a direct claim is accepted, the policy excess and any non-covered items must be paid by the owner. If the insurer declines or partially covers a claim, the remaining balance is also the owner’s responsibility. Some insurers charge administration fees for claim processing; others may require updated medical history before payment is made.
Working together for a smooth claim
We want your claim to go through as efficiently as possible. Here’s how you can help:
- Contact your insurer before your visit to confirm your policy covers the treatment and to request pre-authorisation
- Provide us with your claim form, pre-authorisation number, and insurer contact details
- Let us know if your policy includes an excess or co-payment percentage
Our team will complete the veterinary section of your claim form, send estimates and clinical histories when requested, and follow up with the insurer as soon as treatment is complete.
When direct claims aren’t available
If your insurer doesn’t allow direct claims or pre-authorisation, you’ll still receive our full administrative support. We’ll supply detailed invoices, clinical notes, and confirmation of payment to help your claim be processed as quickly as possible.
Summary of our policy
| Situation | Direct Claim possible |
| Surgery over £500 with pre-authorisation | Yes |
| Surgery without pre-authorisation | no |
| Emergency or out-of-hours treatment | No |
| Routine consults, vaccinations, tests | No |
Common questions
Pre-authorisation means your insurer agrees in advance to cover a specific procedure or estimate. It’s essential for any direct claim at Elizavet.
Most insurers process requests within 5 working days once they have your pet’s medical history and a cost estimate.
Data protection regulations mean only the policyholder can access the insurer’s portal or authorise communication. We’ll provide all the medical and cost information you need to share with your insurer.
Our policy does not include a fixed admin fee, but please note that additional administrative time may be required if your insurer needs extra documents or repeated updates.
If the insurer declines or partially pays a claim, you’ll be responsible for the remaining balance. We’ll always keep you informed of the process.
Our promise to you
At Elizavet, we believe insurance paperwork shouldn’t add to your stress. Our team will:
- Guide you step-by-step through the claim process
- Communicate clearly with your insurer (with your permission)
- Ensure your pet receives timely care with full transparency about costs
Together, we’ll make the process as smooth and worry-free as possible — so you can focus on what matters most: your pet’s recovery.
