Insurance

At Hello Vet, we work with you and your insurance provider to make claims as smooth as possible.

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A smoother experience

While we don't offer our own insurance, we work with all insurance providers and yourself to make sure insurance processes are as smooth as possible. Please read the answers to some common queries below and reach out to us if you have any further questions. We're always happy to help

How we can help

Insurance claims

If your pet is insured, you can claim for treatment costs as long as they are covered by your policy and exceed your excess amount. Many claims can be processed digitally through our system, meaning you won’t need to fill in any forms. Our Client Care team can advise you on the quickest and easiest way to submit your claim. Please note, unless we’ve agreed otherwise, invoices must be paid at the time of treatment, and claimed back from your insurer.

Pre-authorisations & direct claims

We’re able to accept direct claims, where your insurance company pays us directly rather than reimbursing you—but there are a few conditions to be aware of:

The claim must be pre-authorised, either by your insurer or by us.
The total value of the claim must be over £500.
We’re not able to process continuation direct claims, so any ongoing treatment will need to be paid for upfront or submitted as a new, separately pre-authorised direct claim.

If you’re unsure about anything or need support with the process, just let us know—we’re happy to help.

What to expect

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Questions you might have

Does my insurance cover neutering, flea, and worming treatments?

Most insurance policies don’t cover routine treatments like neutering, flea prevention, or worming, as they usually focus on illness and injury. That said, every policy is different, so it’s always worth double-checking the details with your provider.

Can you submit a claim for treatment at the out-of-hours provider? 

Because our out-of-hours partner is a separate company, any treatment your pet receives there will need to be claimed separately.

Unfortunately, we can’t process claims for treatments that weren’t carried out at our clinics. If your pet has been seen at an out-of-hours clinic and you need help with a claim, they’ll be able to provide the necessary paperwork.

When will my insurance pay me back?

This depends on your insurance provider. Some insurers process claims quickly, while others may take a few days or even weeks. Once we’ve submitted your claim, we’ll let you know so you can follow up with your insurer if needed.