PAYMENT & INSURANCE FAQs

We will discuss the investigation, treatment options and an estimate of the costs at your initial consultation. 

We understand that trying to secure insurance claims for our horses can be stressful, particularly in times of an emergency or acute health concern. With that in mind, our team have put together some FAQs to try and answer any of your immediate concerns.

Frequently Asked Questions:

Please note it is the role of the insurance company to reimburse you for the fees incurred for veterinary treatment. If your horse is insured, it is your responsibility to contact your insurance company before your horse’s appointment. If your horse is admitted as an emergency at night, on the weekend or bank holiday, you should notify your insurance company as soon as possible after admission. You need to check with your insurance company about your level of cover, any exclusions that might apply and what excess you need to pay.

Contact your insurers who will send you a claim form. Do not wait until treatment has finished as it may be too late to claim by then. Fill this in promptly and return it. Your insurers will ask your vet to fill in a form too – some companies do this directly with the vet, others ask you to forward the form to the vet. It is important to get the form to the insurer and the vet promptly, with any accompanying paperwork such as invoices. Please fill in the whole form, including the date when the condition was first noticed to avoid the claim being delayed. If the vet continues to treat the horse after the claim was submitted, contact the insurer who will ask you for the invoices and maybe a continuation form or vet report. 

Please remember that for insurance claims, the role of the insurance company is to reimburse the policyholder for the fees paid by the policyholder for the veterinary treatment. All invoices must be settled within our normal payment terms, even if they have not been reimbursed by the insurance company by the time payment is due. 

We would require a fully completed, signed and dated claim form, or where applicable your policy number and claim reference as some insurance companies do not require us to complete a form.

Your insurance company can contact us on email and telephone: 01392 872881/ info@southwestequine.co.uk.

Our payment terms are that full payment must be made before or at the time of your horse’s discharge. We accept most types of credit and debit cards but do not accept American Express. 

Insurance companies do not discuss claims with us. It is your responsibility to contact them to check on the progress of your claim, and to let us know if there is anything further that they require from us to ensure the claim is dealt as quickly as possible.

Authorisation requirements depend on the company you are insured with. Please read the terms of your policy. Prior authorisation is your responsibility if required, claims have been declined in the past because prior authorisation hadn’t been obtained. 

Please remember that the account with South West Equine Referral Practice is the responsibility of the named account holder. For insurance claims, the insurance company reimburses the policyholder for the fees paid by the policyholder for veterinary treatment. All invoices must be settled within our normal payment terms even if you have not been reimbursed by the insurance company by the time payment is due.

Our Terms of Business are that full payment must be made before or at the time of your horse’s discharge. We accept most types of credit and debit cards but do not accept American Express. 

Should you find yourself in a position where you are unable to pay your accounts, please contact the office as soon as possible, so we may assist you in making suitable arrangements. 

Irrespective of whether your horse is insured for veterinary fees, we ask that you settle your account at or before collection of your horse and that you claim back the costs from your insurance company.  

Referral and emergency cases for the South West

Only 10 minutes from Junction 30 on the M5