Dear Valued Client
We are writing to update you regarding some changes to our insurance claims processes and introducing a deposit policy.
Insurance claims
The volume of direct insurance claims (that is, a claim for which the insurance company pays us directly rather than making the payment to you first) being submitted has increased exponentially and is unsustainable for the practice moving forward. In order to continue to provide this service, we need to make the following changes: -
- We will only process claims directly if (a) the insurer is on our list of approved insurers (a copy of which is available at our clinic) and (b) the claim is for an amount over £500.
- We will apply a £35.00 administration fee to each direct insurance claim.
- On-going treatment will need to be paid for at the time of consultation. We will assist you with your indirect claim, so that you can seek reimbursement directly from your insurer.
- As per our current Terms and Conditions, your insurance company will have 42 days to settle the outstanding balance. If the balance remains unsettled after 43 days, the responsibility will fall upon you to settle it.
It is beneficial that you also make regular contact with your insurer, to check on the status of the claim.
- Pet Health Club® clients will continue to be able to access direct claims, over £500, and indirect claims without the Administration fee (if the insurer is on our approved list), as this is part of your membership benefit.
Operational Procedures
For non-insured operations, a 50% deposit will be required before the procedure can be scheduled. A deposit must be paid before the procedure or treatment, and the practice will not take responsibility for the animal without a deposit.
- Payment type and time scales.
- Online - Must be 7 days prior to the procedure or treatment
- Over the phone or in person - Must be 48 hours before the procedure or treatment
- If we have not heard from you within 48 hours, we will call you for payment.
- If the deposit is not paid prior to handing over the patient, we will not proceed with the procedure. Additionally, for insured operations, your excess must be paid before the procedure can be carried out. Similar to non-insured procedures, this payment can be made at the time of booking, online, or in-line with the timescales above. If the excess and co-payment (if applicable) is not paid before handing over the patient, we will not proceed with the procedure.
Appointments
We have recently noticed a significant increase in missed appointments without prior notice. As we have limited availability, particularly for our sick patients, this is becoming increasingly problematic. Therefore, we kindly ask that if you are unable to attend your appointment for any reason, please inform us as soon as possible. This will allow us to offer the time slot to another animal in need.
To address this issue, we are introducing a 3-strike policy. If you miss 3 appointments without notifying us, you will be charged for the 3rd missed appointment, even if you are part of the PHC Plus scheme. Should this behaviour continue, and you miss a 4th appointment, we may have to consider discontinuing our services.
We acknowledge that the majority of our clients settle their bills promptly, and we appreciate your continued support. However, due to an increasing number of outstanding balances, we find it necessary to implement these changes. We are very open to receiving feedback from our clients, we understand that any change of policy, may directly impact you. Should you have any questions about these changes please do not hesitate to contact us.
These changes will take effect from 11th November 2024.
Kind Regards
Matt Stevens
Practice Director
Blake Vets
https://www.blakevets.co.uk/
You are receiving this communication as a registered client of Blake Vets (Part of IVC Evidensia).
In line with the Royal College of Veterinary Surgeons (RCVS) code of conduct, we are required to inform you of a change to our service provision.