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If you would like details of consultation fees and routine procedures such as neutering, please contact reception for up-to-date pricing. If your pet has a more complex problem, the vet will be pleased to give you an estimate of further treatment costs at the time of your consultation, before you decide whether or not to go ahead with any recommended investigations and/or treatment.
Cash, cheques and major credit/debit cards are accepted.
Payment will be expected at the time of consultation or on collection of your pet. A fee is charged for repeat consultations unless otherwise specified.
Please note we do not accept American Express, Solo or Diners cards.
Under normal circumstances, we ask that you pay us at the time of treatment and claim back the funds from the insurance company yourself.
It is your responsibility to check with your insurance company about your level of cover, any exclusions you may have and what excess you will need to pay. We will do our best to help with this process, but insurance companies often prefer to deal with the policyholder, and ultimately your bill with us is your responsibility, whether or not you are insured.
Although we do not routinely make direct claims from insurance companies, they can be arranged with certain insurance companies under certain circumstances, provided that you discuss this with us prior to arriving for your appointment, before your initial consultation with the vet and prior to any investigations or treatment being undertaken. Direct claims cannot initially be requested after a consultation or at the time of collection of your pet after treatment has already been given.
Please be aware that direct claims often necessitate quite lengthy preparation which may delay possible investigations and surgery. Direct claims are costly for Willows to administer and result in a delay in our receipt of payment – as a result we charge a non-returnable administration fee for handling every direct claim (including a smaller fee for all follow-up claims).
We require that a signed claim form is provided by you on each occasion that a direct claim is made, at the time of treatment - a direct claim cannot be made by sending us a claim form after your pet has been seen.
At the time of making the first direct claim, we ask for a down-payment of any excess specified on your insurance policy (the excess is the first amount of the bill that your Insurance Company will not settle and which you must pay), regardless of whether you believe that this may already have been paid e.g. at your own vets - any overpayment will be promptly refunded. It is important to understand that insurance policies which involve an excess which is a percentage of the bill can result in a significant sum which needs to be paid directly to us by you.
Any anticipated shortfall in the cost of treatment which is not covered by your insurance company will be payable by you to us at the time of making the first direct claim. Any additional shortfall which is owing after the claim has been settled will be payable by you to us at that time.
It is important to appreciate that if, having carried out careful checks with you and your insurers, we decide that we are prepared to undertake a Direct Claim for the treatment for your pet, this is not a guarantee that your insurers will settle your claim, and if they fail to do so, this will result in a shortfall for which you will be liable to pay us in full.
If you are considering requesting a direct insurance claim, we strongly advise that you download our informative Insurance Claims Information Leaflet (PDF Document 1.37MB)
Pet Owners insured with policies subject to referral restrictions
- If your pet has a new or recently renewed pet insurance policy with either More Than, Tesco, or Argos and you are seeking a referral to a specialist vet there may be certain new restrictions on your policy. It is therefore worth checking this policy information and your understanding of any restrictions.
- The ‘preferred referral provider’ scheme, which is underwritten by Royal Sun Alliance (RSA), does not prevent you seeking a referral to any specialist referral practice that you wish or that your veterinary surgeon advises, but there may be certain new conditions.
- If the referral practice is not included in the insurers ‘Preferred Provider’ List you will have to request permission to be referred to this practice and the insurer may subject you to an additional fee of £200, however in order to fully support our clients and our ongoing commitment to excellence in clinical care, Willows will cover the cost of the £200 fee that may be charged by Royal Sun Alliance (RSA).
- The list of preferred providers is relatively limited and does not include many of the other large and very well respected specialist referral hospitals who elected not to join the Preferred Provider List due to these restrictions.
Willows Veterinary Centre and Referral Service reserves the right to decline a request to undertake a Direct Claim if the circumstances suggest that the insurers may not settle the claim.