If you plan to claim through your pet insurance, please let us know before or at your first appointment. This allows us to advise you on the claims process, ensure any required paperwork is in place, and help minimise delays with your claim.

If your insurance company requires information directly from us, you will be asked to complete a separate Insurance Consent Form before we can discuss your case or share documentation with your insurer.

Payment for Physiotherapy Sessions

We are unable to process direct insurance claims. All appointments must be paid for at the time of treatment through our normal payment process. You can then submit your invoices and claim documentation to your insurance provider for reimbursement, subject to your policy terms and conditions.

Insurance Administration Fee

• Where an insurance company requires us to provide supporting information, complete claim forms, access insurer-specific portals, upload documents, or correspond directly with them regarding your claim, a £10 administration fee per claim submission will apply. This fee is payable regardless of whether your insurance claim is accepted, declined, or partially reimbursed by your insurer.

• Insurance providers often use different online portals, claim forms, and documentation requirements. The administration fee contributes towards the time required to prepare supporting information, complete insurer-specific paperwork, communicate with insurance companies, and upload documents on your behalf.

• Some insurance companies allow policyholders to manage the entire claim process independently and may not require any information or documentation from us. In these cases:

  • No insurance administration fee will be charged

  • No Insurance Consent Form will be required

• We recommend contacting your insurance provider before commencing treatment to confirm exactly what information they require and whether they will need documentation submitted directly by us.

Information Commonly Requested by Insurance Companies

• Veterinary Referral Form

  • To claim physiotherapy on insurance, a completed veterinary referral form is usually required before your first physiotherapy appointment. This must be completed and authorised by your veterinary surgeon and confirms that physiotherapy has been a recommended course of treatment.

• Treatment Notes

  • As animal physiotherapists we are not diagnostic clinicians, this role lies solely on the veterinary surgeon, and therefore we do not share clinical treatment notes with insurance companies.

  • Where required, we can provide:

    • Confirmation of attendance

    • Confirmation of treatment for a specific condition

    • A progress update where appropriate

• Clinical History

  • Insurance companies may request access to your pet's clinical history as part of their assessment.

  • Your pet's clinical history forms part of their veterinary medical records and must therefore be provided directly by your veterinary practice. As animal physiotherapists, we do not manage your pet's veterinary clinical history, so this information cannot be supplied or uploaded by us.

• Invoices

  • Most insurance companies allow policyholders to upload invoices directly through their online claims portal, and we encourage you to do this wherever possible.

  • If, for any reason, you are unable to upload invoices to your insurance provider yourself, please let us know. We will otherwise assume that you have been able to submit your invoices directly.

Claim Processing Times

• Insurance paperwork is processed twice monthly.

• If your insurance provider requires an urgent turn around, please contact us so we can try to facilitate this for you

• To avoid delays, please ensure:

  • We are aware that you intend to make an insurance claim.

  • You have arranged payment of the £10 processing fee if needed

  • Your veterinary referral form has been received before your first appointment.

  • Our Insurance Consent Form has been completed and signed.

  • You have uploaded your invoices where possible, or informed us if you are unable to do so.

  • Your veterinary practice has supplied any clinical history requested by your insurer.