Paying for your pets treatment


We understand that veterinary care can sometimes be costly, especially for advanced procedures or referrals. To help you plan, we provide an estimated cost either before your appointment or at the time of admission. Please bear in mind that this is only an estimate—sometimes cases do not go as predicted, and additional costs may arise. When this happens, we will endeavour to keep you updated to avoid any unpleasant surprises.

Payment Methods:
We ask for payment when your pet goes home. We accept the following methods:

  • Cash
  • Card – Debit and Credit (we are unable to accept American Express)
  • BACS payments – can be made at reception.
  • WhatsApp Payment – you can pay securely via WhatsApp using a stripe payment link

Please note – Large payments must be made in person by the cardholder; we cannot accept large card payments over the phone.

Insurance

At Eden Vets, we are happy to work with you to process insurance claims.

We cannot guarantee that your insurance company will cover all treatment costs. Policies vary between companies and may have limits on certain fees. We recommend speaking to your insurance provider before your appointment to:

  • Check your cover
  • Confirm any exclusions
  • Give us permission to communicate with your insurer on your behalf

We can support you by:

  • Assisting with completing claim forms
  • Communicating directly with your insurer (with your permission)
  • Seeking pre-authorisation for treatments when possible
  • Helping to manage direct and indirect claims to reduce the administrative burden on you

Our goal is to make the insurance process as smooth as possible, protecting both you and us from unexpected costs.

Direct Claims

We can arrange direct claims for treatment costs where the initial claim exceeds £1,000.

A direct claim means we submit the completed claim form and full invoice directly to the insurance company, with settlement made to Eden Vets.

Please note there is a £30 administration fee charged per condition claimed per year. Once paid, continuation claims for the same condition can be submitted without an additional charge.


To submit a direct claim, we require:

  • Policy documentation – A full policy check will be performed to confirm cover. If the policy cannot be confirmed, we cannot accept a direct claim, and payment must be made in full.
  • Signed claim form – ticked to pay Eden Vets, or provide online claim details (reception can assist).
  • Payment of any policy excesses, including co-payments or inner limits.
  • Payment of any shortfall relating to policy limits or exclusions.
  • Signed Insurance Direct Claim Disclaimer to authorise processing and payment of the administration fee.
  • Failed claims – In the event of a failed claim, the full amount is to be paid to Eden Vets within 5 days.

Please note: We do not accept direct claims for Purely Pets; full payment at the time of treatment is required.

Indirect Claims (Owner Claims)

For treatment costs under £1,000, payment should be made to us, and your insurance company will reimburse you directly.

To complete an indirect claim, please:

  • Leave a signed claim form with us (ticked to pay the policyholder)
  • Pay in full for your pet’s treatment

You will receive payment from your insurance company, minus any policy excesses.

Non-Insured Pets

If your pet is not insured, we ask that all bills are settled at the time of discharge. In some cases, a portion of the estimate may be required at the time of admission. We will advise you of this upon estimate.