Vets Pawtal

Our online claims system for vets, makes the claims process easier and more efficient.

Vets can get a pre-authorisation within an hour.
Keep track of claims and payments.
Message our claims assessors directly.

Did you know?

Our claims assessors include registered veterinary nurses and equine specialists so we have the right team for any queries you may have.

How Pawtal can make claiming easier for you…

Chat directly with our specialists

Our Pawtal specialists can quickly answer any claim queries via direct messenger (during office hours).

Pre authorisation within an hour

Submit through Pawtal before 5pm and we’ll aim to confirm within the hour if we are able to cover the claim.*

24 hour claim turn around

Submit through Pawtal and we’ll aim to review the claim within 24 hours of your customer confirming.*

Register and claim within the same day

We’ll keep your customers informed

We’ll let your customers know that you’ve submitted a claim, saving you time.

*Timeframes are subject to us having all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

Start using Pawtal today

Vets can login or register to be able to start submitting claims online. There is no paperwork and you can submit your first claim within the same day. Got any questions? Check out our FAQs.

There are no forms for the customer to complete, so submitting claims directly to us minimises any delays and we can deal with getting claims paid quickly.

GO TO PAWTAL

If you have any problems logging in, please call us on 0344 5570 300 or email us at pawtal@animalfriends.co.uk.

“Really useful and very easy to use for insurance claims.
We love that claims are settled so quickly and that pre authorisations are answered so fast. Great for us and our clients.”

Clare Espley RVN

“I think it is a ground breaking way to submit insurance claims. The process is simple, easy and straight forward. By reducing paperwork it makes completion of claims quick and we are very pleased with the same day turnover of claims”

Kevin D'Mello

“Pawtal is a user friendly, easy to use system that allows the practice to process direct claim quickly and efficiently. The system is straight forward and very user friendly, i really like using the system for processing insurance claims.”

Tracey Cousins

I really like Pawtal, it is user friendly, manned your end regularly so we get replies very quickly and overall a great invention! I wish all insurance companies had a Pawtal like this for Direct claims!

Rachel Forey

Need a paper claim form?

Don’t worry, you can still continue to use the paper forms. Please send all completed forms to claimform@animalfriends.co.uk or by post to:
Animal Friends Insurance Ltd, Number 1 The Cresent, Sunrise Way, Amesbury, Wiltshire, SP4 7QA.
We will aim to process your claim within 5-7 working days.

Dog and cat policies

New claim

This is your first claim for this condition.

Continuation claim

You have already made a claim for this condition and want to claim for follow up.

Pre-authorisation

If your vet has indicated that future treatment may cost in excess of £1,000.

Repeat medication

Use this form if you are obtaining repeat medication from your vet or online.

Horse policies

General claims

For vets fees, death, loss of use claims.

Saddlery and tack

For saddlery and tack claims.

Trailer

For trailer loss, damage, or theft claims.

Loss by theft

For loss by theft or straying, advertising and reward.

Personal accident

For personal accident claims.

Vet pre-authorisation

Use the pre-authorisation form if your vet has indicated that future treatment may cost in excess of £1,500.

Rider policies

Public Liability / Custodial Liability

Please call us: 0344 557 0300

Personal accident

For personal accident claims.

Emergency vet fees

Fill out the standard equine vet fees but list as emergency.

Support and FAQs

How do I start using Pawtal?

You will need to go to Pawtal and register your details. You will need to provide the following information:

Your name and email address
Practice name and address
Practice telephone number

How much does it cost to use Pawtal?

It’s free.

Do I need any additional software to start using Pawtal?

No, Pawtal is web based and no additional software is required. Just go to pawtal.animalfriends.co.uk to make a claim.

Please note that Pawtal does not work on web browsers that are no longer supported by your browser provider, such as Internet Explorer 9.

How soon after I register to use Pawtal can I make a claim?

Once you have registered, we will send you a password, so you’ll be able to log into Pawtal. Please note that it may take up to an hour before you receive a password and will only be sent during office hours. Once you receive a password you can log into Pawtal and submit a claim. If you have any problems registering with us, please call us on 01980 666 044.

What should I do if I have problems logging into or registering for Pawtal?

If you have problems logging into Pawtal, you can reset your password or, if you have forgotten your email address, please call us on 01980 666 044.

How will my practice benefit from using Pawtal?

Not only is the claims process quicker and easier, you can get a pre-authorisation within an hour, keep track of claims and payments and message our claims assessors directly (during office hours). We also aim to review claims submitted through Pawtal within 24 hours. These time frames are subject to us having all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

How long does it take get a claim paid?

Submit through Pawtal and we’ll aim to review the claim within 24 hours of your customer confirming they are happy for you to proceed with the claim. These time frames are subject to us having all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

What do I need to do to ensure claims are paid quickly?

To be able to pay out the claim quickly, we will need to have all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

How quickly do you deal with pre-authorisations on Pawtal?

Submit through Pawtal before 5pm and we’ll aim to confirm within the hour if we are able to cover the claim. This allows you to check what cover is in force, the excess applicable and to what extent we will cover the treatment required.

These timeframes are subject to us having all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

How do you keep my customers informed?

When you submit a claim for your customer, we will text and email them to let them know a claim has been made. If they do not want the claim to proceed, they can easily let us know and we’ll investigate the reasons why. Otherwise we will review the claim the following day.

Do I need an Authorisation book to obtain my clients consent?

You will no longer need an Authorisation book. We will contact your client via text and email to let them know you have submitted a claim on their behalf

What do I do with my Authorisation book?

For auditing purposes please send your current Authorisation book back to us at Animal Friends Insurance, Number 1 The Crescent, Sunrise Way, Amesbury, SP47QA

What happens if my client does not respond to the claims acknowledgement text and email?

We allow 24 hours for a client to tell us if they do or do not want to proceed. After 24 hours if we don’t hear from your client we will proceed with the claim.

Should my client respond to the claim acknowledgment text or email?

If your client would like to cancel/proceed with their claim, the sooner they let us know the sooner we can deal with their claim.

Can’t find the answer and need further help? Call us on 0344 5570 300 or email us at pawtal@animalfriends.co.uk.