Pet Easy-Claim is a new service that we're providing, and we're responding to questions from partner vets and from customers.
We'll keep these FAQs updated with helpful information as we go.
How do I talk about Pet Easy-Claim with my clients?
It’s a good idea to ask whether your client has pet insurance when a client calls for an appointment. If they have Southern Cross Pet Insurance you can ask if they want to use Pet Easy-Claim for their pet’s treatment, and if they are interested, you can email them the authorisation form that they can complete and bring with them.
If your client is leaving their pet with you for treatment, you can then submit the claim when the pet is in recovery, meaning you will have the claim outcome when your client returns to collect their pet.
If your client is visiting for a consult only, they can choose to use Pet Easy-Claim but should be prepared to wait in your clinic for up to 30 minutes while we process the claim. Some clients will be very happy to wait, others may prefer to pay and claim themselves.
What if my client doesn’t want to wait for 30 minutes for their claim to be assessed?
We know that some clients would rather not (or can't) wait for their claim to be assessed using Pet Easy-Claim. In this case, they will need to pay you in full for the treatment and claim from us themselves in the normal way.
What policy does my client need to have?
Pet Easy-Claim is available to Southern Cross Pet Insurance customers with PetCare or AcciPet plans. Owners of puppies and kittens with 6 weeks FreeCover can't claim using Pet Easy-Claim.
What will my client have to pay?
Your client will have to pay the balance of the treatment cost which can include:
- Any annual excess not paid so far in that policy year
- The co-payment amount
- Any treatment cost that exceeds their annual benefit limit (or sublimit for cruciate ligament treatment)
- Any part of the claim not covered by the client’s policy
What should I do with the authorisation form once my client has completed it?
Once your client has completed an authorisation form for that pet, you don’t need to ask them again. You should save a copy of the authorisation form on the relevant pet file in your practice management software system.
Note that if the client wants to use Pet Easy-Claim for another pet, they will have to complete another authorisation form and provide policy details for that pet.
What details do I need to enter?
We can assess a Pet Easy-Claim faster and more efficiently if you provide the policy number and policyholder name exactly as it appears on the customer’s Certificate of Insurance. The customer’s Certificate of Insurance is sent to them with their Welcome Pack or with their renewal documents, usually via email. To make it easier for you and our customers, we have included a reminder of this information in their Pet Easy-Claim launch email.
What notes or history records do I need to attach?
We’ll need your completed pet medical history notes and invoice to begin assessing your client’s claim. If this is the first major treatment that pet owner is claiming for this pet, it’s really helpful to supply a full medical history with this claim.
How long will my client need to wait?
If all the client's policy details are correct and pet medical history notes supplied at the time of submission, we assess claims within 30 minutes during our operating hours of Monday-Friday, 9.30am-4.30pm (excluding public holidays in Auckland).
How do I know what to tell my client when a claim can’t be assessed through Pet Easy-Claim?
If your client’s claim can’t be assessed through Pet Easy-Claim, we’ll advise both you and your client, let you both know the reason why, and whether the claim can be assessed the usual way. In these situations, your client will need to pay you for the treatment in full and claim as they normally would.
Remember, customers with a FreeCover policy can’t claim through Pet Easy-Claim – so these customers will need to pay and claim in the usual way.
What happens if the Pet Easy-Claim is declined?
We will decline claims for any treatment that is not covered under your client’s policy, which may include:
- Treatment for illness if the client has accident only cover
- Treatment for any pre-existing conditions that have been excluded from cover.
Claims may also be declined if the client has already reached their policy maximum or a stand-down period or other exclusion applies. We’ll advise both you and your client that the claim has been declined, and why, and your client will need to pay you for the treatment in full.
Your client can refer to their policy document and their Certificate of Insurance for more details about their cover, and any exclusions that apply.
How will I (or my accounts team) know when a claim has been paid and for which client?
When we pay a claim, we will issue a Claims Outcome notice by email, the claim number on this remittance will match the payment reference paid to your bank. You can choose to add this email to the pet file, or forward to your Accounts team