Clarity Referrals – Insurance support

Helping you navigate pet insurance with confidence

At Clarity Referrals, we know that managing insurance can feel overwhelming — especially when your focus is on your pet’s health. That’s why we aim to make the process as clear, supportive, and stress-free as possible.

Paying for treatment

Unless a direct insurance claim has been pre-approved by your insurer and confirmed by us in advance, full payment is required at the time of treatment.

Standard insurance claims

If your pet is insured, we’re happy to assist with completing your insurance claim form to help you receive prompt reimbursement.

When attending your appointment, please bring:

  • Your insurance policy details
  • A completed claim form (if provided by your insurer)

Every insurance policy is different. We strongly recommend reviewing your cover in advance — especially the policy limits, exclusions, and pre-existing condition clauses — to avoid unexpected costs.

Direct insurance claims (for larger procedures)

For certain pre-booked, high-cost procedures (such as cataract surgery), we may be able to arrange a direct insurance claim, where your insurer pays Clarity Referrals directly.

This option is available only under the following conditions:

  • The total procedure cost is £500 or more
  • The claim is pre-authorised by your insurer (please allow up to 72 hours for this)
  • A £30 administration fee (inc. VAT) applies
  • You must pay the policy excess and any uncovered costs on the day of treatment

Guide to direct claims

Planned procedures (e.g. Cataract surgery)

Pre-authorisation
We will submit a full treatment estimate and a completed pre-authorisation form to your insurer. Approval can take up to 72 hours.
Booking the procedure
Once approved, we’ll confirm a procedure date. At this point, you will need to pay:

  • The £30 admin fee
  • Your policy excess
  • Any shortfall or exclusions identified by your insurer

After the procedure
We’ll submit the claim following treatment. If your insurer fails to settle the claim within 42 days, the remaining balance becomes your responsibility.

Emergency cases

In urgent situations, pre-authorisation may not be feasible. If this applies:

  • A direct claim may still be considered after treatment, depending on your insurer’s policy

Please bring your pet’s insurance documents and any relevant medical history with you

Important notes on direct claims

  • A direct claim is an agreement between you and Clarity Referrals — not your insurance company
  • A direct claim does not guarantee payment by your insurer
  • You remain financially responsible for the full balance if:
    • Your claim is declined (e.g. due to exclusions or pre-existing conditions)
    • Your insurer delays or refuses payment beyond 42 days

We will do everything we can to assist in the claims process and liaise with your insurer to support a smooth experience.