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Manchester Cat Clinic insurance claims policy (updated July 2025)
Please read the following information carefully regarding how we work with different insurance companies. Our preferred insurance provider is Pet Proactive - click here for more information.
We do not charge for submitting insurance claims to companies who we can work with electronically, including:
AA, Ageas, Agria, Animal Friends, Argos, ASDA, Co-Op, Directline, Everypaw, Healthy Pets, John Lewis, Kennel Club, Lloyds, LV=, ManyPets, MiPetCover, More Than, M&S, Napo, Paws and Claws, Pet Proactive, Pet-ID, Petplan, Pets at Home, Pets in a Pickle, Petsure/Petgevity, Petwise, Purely Pets, Saga, Sainsburys, Swinton, Tesco, UIS, Waggel
Please note that Argos, Sainsbury's, Waggel, PDSA, Everypaw, Admiral policies starting with "ADMP" & "ADDM" & Tesco policies starting with "PETTS" all have online portals for policyholders, but not vets. We need you to instigate every claim (including continuation claims), and then the insurance company will email us a link to complete our side online. If you're not sure what to do, we can advise you how much to claim for and what condition to put it under.
From 1st December 2024, we charge a £20 admin fee per claim (including continuations) for companies who require paper or PDF forms to be completed by our team, including:
Pet-Insurance.co.uk
CoverMyPet
Some RSPCA & PDSA policies depending on how recently they were taken out
Admiral policies which have a policy number starting with "ADH" or "ADU"
Insurance Emporium - if you are not able to instigate the claim online yourself
Everypaw - if you are not able to use the online portal to instigate claims yourself
We can offer direct claims with most pet insurance companies, with the exception of the following companies, with whom we can do standard claims only:
Co-op, Frank, Healthy Pets, Insurance Emporium, Insurance Factory, Only Paws, Pet-Insurance.co.uk, Petsure/Petgevity
Update 15th July 2025 - we are currently not doing direct claims with More Than while there are issues with their systems moving from RSA Group to Admiral. We will continue to review this and hope that things improve.
A standard insurance claim is where you pay your bill and then claim it back from your insurance company. With a direct insurance claim, your insurance company pay us directly. Check out the following links for information on...
Our turnaround time for claims to be sent to the insurance companies can vary due to variable workload but can be around 7-10 days.
How to do a standard (indirect) insurance claim
If you've already paid your vet bill, and you'd like us to submit a claim to your pet insurance company, just let us know what you'd like us to claim for and whether you've ever claimed for the same condition before.
It is often quicker and easier for us to send insurance claims on your behalf as we work with many insurance companies electronically. Speak to us before submitting a claim yourself.
To do a standard insurance claim, we need...
Your pet insurance company name and policy number
Your cat's complete medical history
If it's a continuation claim, and the previous claims were done by another practice, we'll need to know what the name of the insurance condition they claimed under. For new claims, we can determine the most appropriate phrasing for the insurance condition..
How to do a direct insurance claim
If your cat is undergoing treatment, and you'd like us arrange for your pet insurance company to pay us directly, please let us know as soon as possible. We often do direct claims, but they need to be approved by one of our Directors after reviewing your policy and your cat's medical records. Not all insurance companies offer direct claims - check your policy or ask your insurance company - and there are a few companies who we do not do direct claims with (see above).
Some insurance companies (eg. Petplan, Animal Friends) offer pre-authorisations for direct claims, which can help us to ensure that pre-planned procedures will be covered.
To do a direct insurance claim, we need all of the following at the time of treatment...
Authorisation
Authorisation from one of our Directors, who will review your policy and cat's medical history (this is to reduce the risk of us submitting a claim that is rejected)Card
A credit or debit card securely on file on our payment system, and payment of any excess or co-paymentsConsent
You to electronically sign a form giving consent for us to claim for our fees directly from your pet insurance company, and agreeing that you will pay your bill if the claim is rejectedHistory
Your cat's complete medical history
If it's a continuation claim, and the previous claims were done by another practice, we'll need to know what the name of the insurance condition they claimed under. For new claims, we can determine the most appropriate phrasing for the insurance condition.Policy
A copy of your pet insurance policy, including policy number, start date, excess, cover limits and details of any exclusions. This is usually a PDF called "Policy Schedule" or "Policy Document" that is provided by your insurance company, and will have you and your cat's details on it.
If we do not have all of the above before your cat leaves the building, we cannot do a direct claim. Instead we will do a standard claim (where you settle the bill in full and we arrange for your insurance company to pay you back) and then we can do direct claims in future once we have the required information.
Insurance excesses and limits
Your insurance policy will have...
An excess, which is the amount you need to pay towards each claim
A cover limit, which is the total amount your insurance will pay out each policy year
For example, for a policy with a £100 excess per condition and a £7000 cover limit per year, you will pay the first £100 when claiming for any condition, and your insurance will pay the rest up to £7000 per policy year.
Some policies also have a percentage excess or co-payment. For example, for a policy with a £100 + 20% excess, you would pay the first £100 when claiming for any condition, then 20% of the rest of the bill. So for a £500 bill, you would pay £180 (£100 + 20% of £400).
Your excess and cover limit will usually be detailed on your insurance policy documents. If you aren't sure, speak to your pet insurance provider.
If you need any help with insurance claims, speak to our Practice Manager Lilli Bowers on hello@manchestercatclinic.co.uk.
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