• InsuranceInsuranceInsuranceInsuranceInsurance

We kindly request that all invoices are paid at the time of treatment.

Claim forms

If you have pet insurance we will assist you in completing the claim to ensure you are reimbursed as soon as possible. Please bring your insurance details with you.

Every insurance policy is different! Please take the time to check your level of cover and that you do not have exclusions on your policy that may affect your claim. This should be done in advance of your pet's treatment where possible.

Direct claims

On occasions, such as embarking on a large elective operation such as cataract surgery, we can arrange a direct claim. This means the insurance company pays Focus Referrals directly minus the administration fee (£25) and the excesses. This has to be pre-authorised with the insurance company and this process can take up to 72 hours.

Please note this agreement does not constitute a contract between your insurance company and Focus Referrals and that in the event that the insurance company do not pay or fail to pay within 42 days the final balance will need to be paid by yourself. (please see: terms and conditions).

For more information see our guide to insurance claims below.

Guide to direct insurance claims

Focus Referrals normally requests our insured clients to pay for the treatment and then claim back from the insurance company. In this situation we will do all that we can to ensure this process takes place quickly and efficiently to ensure you receive the money back from the insurance company as soon as possible.

However, on occasions (e.g. a large elective operation such as cataract surgery), a direct claim can be arranged, whereby the insurance company pays Focus Referrals directly.

Please note – direct claims cannot be performed with all insurance companies

Pre-authorisation

Initially the proposed treatment/surgery needs to be pre-authorised by the insurance company, which can take up to 72 hours, depending on the insurance company. All direct claims will incur a small administration fee (£25 including VAT) for each insurance claim form submitted, for which the insurance company will not reimburse you.

Focus Referrals will complete the pre-authorisation form and send this to your insurance company with a detailed estimate. The insurance company will then give a YES/NO answer as to whether your policy will cover the proposed costs. Assuming the answer is YES then the surgery can be scheduled at a convenient time. You as the client would be expected to pay the administration fee as well as any shortfalls to Focus Referrals.

Emergency situation

In emergency situations, for example when your pet requires the surgery immediately, a pre-authorisation is not possible. In this situation, a direct claim can only be agreed by Focus Referrals, following direct inspection of your insurance policy and pet’s medical history.

Please ensure you bring your insurance documentation with you in an emergency appointment situation.

Please note that any agreement of Focus Referrals to make a direct claim on your behalf does not constitute a contract between your insurance company and Focus Referrals and we ask that you settle any outstanding balances that have not been paid by your insurance company after 42 days with us.

In addition any shortfall in the cost of treatment not covered by your insurance company (e.g. excess) will be payable by you to Focus Referrals at the time of making the first direct claim. In addition, if for whatever reasons the insurance company fails to settle your claim (e.g. if the condition being claimed for was pre-existing) you will be liable to pay the final bill to Focus Referrals in full.

  • So pleased with the expertise and gentleness

    Took my guniea pig, Ozzy after referral from my regular vet. So pleased with the expertise and gentleness of the vet I saw (Cat), they are worth the money and I felt like Ozzy was in good hands.

    She pressure tested, dye tested both eyes and took a biopsy. Don't have the all clear yet, but feeling less anxious about the outcome. Would absolutely recommend using them.

    Ozzy's owner
  • The team at Focus Referrals were fantastic!

    Helen and the rest of the team at Focus Referrals were fantastic. The team showed kindness and understanding and we were provided clear advice at all times throughout the process.

    Minerva's recovery has been fantastic to see - she has gone from a sad and confused kitty back to her usual meowsy self in less than two weeks, and since then the improvements have been incredible. Thank you!

    David
  • I would highly recommend Focus Referrals

    We (my cat and I) had a great experience. The place was clean and tidy, the staff that we met were very friendly and helpful. The visit was pleasant for my cat. The vet was very good with him. She treated him gently, even trying to let him come out of the cage on his own.

    Even though he didn't want to come out of his safe space, the vet was gentle in getting him out of the cage. The tests were carried out with a calming experience. I was really pleased with the professionalism of the vet and the entire experience. I would highly recommend Focus Referrals if your pet needs treatment here.

    Ian
  • 5 stars all round...

    Having been referred by our local vets to Focus due to prolonged healing issues following eye removal surgery on our beloved little old lady cat, Jessie, it was obvious from the minute we met the amazing Focus team, that we were in the best hands.

    Helen (ably assisted by a very experienced and kind nurse) was so thorough in her examination, explaining risks and benefits of further surgery and identifying new issues which would need to be addressed. Jessie came through her op with flying colours. Amazingly neat and beautiful wound stitching which has been admired by Jessie's many post op visitors. We were given a comprehensive explanation of both the post-op meds regime, tests results and recommendations for our local vets to improve other aspects of our cat's health.

    I cannot thank Focus Referrals enough. They really are the gold standard in technical and compassionate care.

    Jessie's owner
  • We have received first class service and attention!

    We can't thank the staff at Focus Referrals enough for what they have done for our Dexter, especially James. Dexter, has had his cataracts removed in both eyes, due to diabetes, and from our very first visit, we have received first class service and attention.

    Since surgery, Dexter is making great progress and has been given a new lease of life, with his confidence growing. I would highly recommend this practice. Thank you all at focus referrals for your kind and continued support, for Dexter and us.

    Deb
  • Empathy and professionalism

    Helen saved my cats eye. He had a corneal ulcer and our vets referred us as they feared he may end up needing eye removal. Helen was able to treat his eye medically and he has made a full recovery with both eyes and able to see perfectly fine.

    Throughout the process, we were treated with empathy and professionalism. My cat was understandably nervous, and Helen and the lovely nurse assisting her handled him so well, they were fully prepared with Feliway plugged in, dreamies on hand, and a litter tray.

    They were a breath of fresh air during a stressful time and I'm forever grateful for them saving my boys eye.

    Gemma
  • This specialist eye veterinary practice is wonderful!

    This specialist eye veterinary practice is wonderful! The vet we saw was super knowledgeable and very kind. The vet nurse staff were also great. My dog is quite nervous and everyone really made him feel comfortable and unafraid. His eye condition is improving. I warmly recommend.

    Kate
  • Professional, yet friendly and approachable!

    Thank you to Mike and team for the fantastic care you have given to Monty! As a fellow vet nurse and pet owner, I highly recommend Focus Referrals! As a practice they are professional yet friendly and approachable which is great asset to have in any practice.

    Monty's owner

Focus Referrals

Focus Referrals, OX16 1TG, UKTelephone: 01295 238160
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