Payments and Pet Insurance Claims

We aim to make the payment process as smooth and straightforward as possible for our clients. All fees are due at the time of collection of your pet, and we offer a few different payment options depending on your insurance cover.


Before your appointment, we strongly recommend that you review your pet’s insurance policy to understand the cover it provides. In most circumstances, we can process an insurance claim shortly after your pet’s treatment and the insurance company can pay us directly. Please bring a claim form with you to the appointment. These are available from your pet insurance company.

Some insurance companies will accept a pre-authorisation claim where we will estimate the cost of treatment, and the insurance company will let you know how much they will pay out in the event of a claim.

Direct claims

A direct claim is when your insurance company reimburses us, the veterinary practice, directly. Please note, we do charge a £21 Direct Claim Fee for this service. Any policy excess should be paid to us at the time of consultation or discharge.

Indirect claims

An indirect claim is when the insurance company reimburses you, the policyholder. In this case, you would pay your pet’s veterinary bill in full at the hospital and the insurance company will send you a payment directly.

We will work closely with you to provide accurate cost estimates and keep you informed throughout the treatment process. However, please note that you are ultimately responsible for the payment of all treatment fees, regardless of whether or not your insurance policy covers them.


If your pet does not have insurance cover, we will ask for a 50% deposit of the estimated costs for the treatment up front, with the remaining balance due upon leaving the hospital.

We prefer debit and card payments if possible, but also accept cheques and cash. Unfortunately, we are unable to accept American Express card payments. Please contact us if you have any queries on the acceptable forms of payment.

We will endeavour to provide you with an accurate estimate of treatment before we perform any further investigations or procedures, and the team will keep you updated about charges on your account.


Invoices are sent for all outstanding balances, regardless of whether you have pet insurance or not. We send these invoices to keep you informed of the outstanding balance until the insurance company pays out. We will also let you know if further payment is due in the event there has been a shortfall on your insurance claim.

Here to Help

If you have any questions or concerns about payments or invoicing, please do not hesitate to contact us. We are here to help you navigate the process and ensure that your pet receives the best possible care.

Bristol Vet Specialists has a dedicated insurance department to help with your claims and queries if required. The insurance team can be contacted Monday to Friday, between 9am to 5pm, on 01275 838473.

Call 01275 838473

9am to 5pm - Monday to Friday.