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How Do Direct-to-Vet Payments Work?

We know vet bills can add up quickly, and the Pay the Vet Direct option can help by paying your vet directly, so you don’t have to cover the full cost upfront.

Request a direct-to-vet payment

How it works

This option helps reduce your upfront costs and makes the process easier for you and your vet.

Requesting a direct-to-vet payment doesn’t mean your claim is automatically approved – we’ll still assess it based on your policy and coverage. If you’d like to request for us to pay your vet directly, please contact us at [email protected]

  1. You and your vet agree to it – We’ll need written confirmation from both you and your vet clinic that they accept direct payment from us. This includes your request and the clinic’s payment details.
  2. We assess the claim – Once both confirmations are in, we review the claim based on your pet’s medical history and policy details.
  3. You cover any gap payment – If there’s an amount not covered by your policy (the “Gap Payment”), we’ll let you know. You’ll need to pay this to your vet before we can process the rest of the payment directly to them.

Benefits of direct to vet payments

  • Less financial stress - You don’t have to pay the full bill upfront
  • Faster claims processing - We’ll work directly with your clinic to streamline payments
  • Quick and easy for you and your vet

Frequently asked questions

If your vet doesn’t accept direct payments, we can process your invoice as a normal claim. This means you’ll need to pay for the bill upfront, and submit a claim for reimbursement of approved costs. We’ll process your claim as quickly as possible, especially if a pre-existing condition assessment was completed and we’ve already collected your pet’s full medical history.

  1. Submit your request – When making your claim, ask for a direct-to-vet payment.
  2. Provide required documents – Include invoices (must be Tax invoice) and any other necessary paperwork.
  3. Vet confirmation – We’ll check with your vet to ensure they accept direct payments.
  4. Payment processed – If approved, we’ll pay the vet directly once any gap payment has been settled.

Once we have all the required information, we’ll process the payment. This can take up to 3 business days, depending on the bank’s processing times.

Your policy covers 80% or 90% of eligible vet costs, depending on your chosen plan. Any exclusions and the remaining balance (gap payment) will need to be covered by you.

Specified Conditions includes:

  • Cruciate ligament damage
  • Intervertebral disc disease
  • Hip dysplasia
  • Patella luxation
  • Elbow dysplasia
  • Cherry eye
  • Entropion
  • Ectropion,
  • Osteochondritis dissecans (‘OCD’)
  • Lumps

Lumps means the protuberance or localised area of swelling or unusual growth that can occur anywhere on or in the body including tumours, warts, cysts, growths, mucoceles, haematomas and abscesses.

You can apply to reduce the 6-month exclusion period for Specified Conditions by using our request for Waiver Form. Simply take this form to your next vet visit and submit the completed form back to [email protected] within 14 days of the visit.

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Optional Extra Benefits

During the application process You will be provided with the option to include Optional Extra Benefits that cover certain conditions and Treatments which are not otherwise covered under the Policy.

The Optional Extra Benefits are:

Alternative Therapies, Behavioural Problems, and Dental Illness.

Examples of Alternative Therapies: Acupuncture, physiotherapy, hydrotherapy.

Examples of Behavioural Problems: Excessive licking, fur pulling, pacing and destructive chewing.

Examples of Dental Illnesses: Dental diseases, gingivitis, periodontal disease.