Payment
Information on payment, insurance and submitting insurance claims
Insured Pets
We encourage you to contact your insurance provider prior to your appointment to get an understanding of your pet's individual insurance cover, policy exclusions or any treatment your insurers may cap coverage of. This is also a good opportunity to advise your insurers that your pet has been referred to Veterinary Specialists Scotland.
Some insurance companies require a pre-authorisation prior to treatment, or you may wish the reassurance that a pre-authorisation is in place. We will complete these for you and there is no additional fee for doing so.
We are happy to submit direct claims (see below) if your pet is insured with certain insurance companies. A direct claim is where we submit the claim to your insurer and settlement is then made directly to Veterinary Specialists Scotland.
If there is an outstanding amount left on the account after the insurance company have paid, it is your responsibility to make a final payment directly to us.
Our financial contract is with you, and not the insurer, so please be aware that you are liable for any fees not settled by the insurance company (e.g. policy excesses or excluded conditions or where the level of cover has been exceeded).
Referral Vet Network (RSA)
Some pet insurance companies that are underwritten by Royal & Sun Alliance (RSA) are part of a referral vet network and direct their policy holders to use specific referral centres which are signed up to this scheme. If clients do not use a preferred centre, they may be penalised by £200 in relation to a pet’s first appointment at a non preferred referral centre.
If a direct claim of over £250 is processed with Veterinary Specialists Scotland and the insurer deducts a £200 referral fee from your settlement, then it is our policy to refund this to your account. In the case of a non-direct claim of over £250 you will need to submit evidence of the referral deduction via [email protected] for a refund to be applied your account.
For treatment under £250, payment is expected at the time of your appointment and an in-direct claim can be submitted to your insurers on your behalf. It is our policy for claims of under £250 that we do not refund the £200 referral fee if your insurers deduct this from your claim.
Submitting a Direct Claim
Use of this service must be requested at the time of booking your initial appointment to allow us to confirm that your insurance company is one that we have approved for direct claims. If we are submitting a direct claim with your insurance company you will be asked to;
- Provide a valid policy schedule detailing the level of cover, and any deductions for which you are liable or any exclusions
- Supply us with a signed paper insurance claim form or your insurer's alternative i.e you may have to activate a claim directly with your insurers, please contact your insurers for advice if you are unsure
- Ensure your insurer has permission to speak to us directly about your claim
- On the day of your appointment , pay a minimum deposit of £250 to cover any amounts your insurers may deduct from your claim plus a £40 insurance administration fee. You may have to pay more than this depending on your policy cover
- Sign a direct claim agreement
We charge a £40 administration fee for this service, which is in addition to the deposit.
Submitting a Non Direct Claim
If your pet is insured with a company that we do not deal directly with, we will ask you to:
- Make payment in full for the treatment your pet has received if not admitted to the hospital
- If we admit your pet to the hospital, we will require a deposit of 50% of the upper estimate with the balance payable when your pet leaves the hospital
- Supply us with a signed paper insurance claim form or your insurers alternative i.e. you may have to activate a claim directly with your insurers (please contact your insurers for advice if you are unsure)
We will then send the completed claim form to your insurance company when all reports and results are finalised, for them to make payment directly to you.
We charge a £40 administration fee for this service, which will be included in the deposit.
Non-insured Pets
If your pet is not insured we will require payment for the consultation fee and any medication given after your appointment. If we admit your pet to the hospital, we will require a deposit of 50% of the upper estimate of the cost of treatment. The remainder of the balance is payable when your pet is due to go home.
Methods of Payment
Payment is expected in full when your pet goes home. We accept debit cards, most major credit cards, cash and electronic transfer (our bank account details are available upon request). Due to COVID-19, our current preference is card payment.
Please note that we do not accept notes over £50.00, or personal cheques.
Refunds
If your account is in credit following settlement from the insurance company, we will refund you the balance.
Testimonials
What our clients say:
Alastair Kerr26 May 2024The best place for great care for you pet.
karen hamilton21 May 2024Our bernese mountain dog Merlin had issues with his gait and after physio exams and xrays from our own vet we were recommended to get an MRI. We decided to take him to Livingston rather than Glasgow based on reviews and we were not disappointed! The service and professionalism shown to us by all staff and especially Alexandra was unbelievable. She explained everything in layman terms for us so that we could fully understand what was happening with our boy. We arrived so anxious and we left with a full diagnosis and we can now get on with enjoying our boy. Thankyou so much to everyone 💓
fiona mccormack11 May 2024My dog was referred here by my vet after all other options had been covered. They were amazing and really looked after Buster. Sadly it wasn’t the outcome we wanted but I can’t fault anything about his treatment and the way the staff dealt with us through an incredibly difficult time. We were kept fully informed at all times and everything as very sensitively handled.
Gayle Mcdowell25 April 2024All the staff are great and take fantastic care of my dog
Wendy Busby16 April 2024Our beloved dog Dougal was referred to VSS recently in a very poorly state. Tobias, Joni and the wonderful nursing team admitted him for some life saving surgery and critical care. We would have lost Dougal if it had not been for the skills and care of this team. The communication was clear and warm, but also was forthright and honest about Dougals chances. After nearly a week miraculously we got him home. He still needed care in his recovery and after what he went through I cannot quite believe how well he is doing. The updates from the team were just right, his condition explained each time and progress or risks discussed. Follow up caring communication has also been second to none. I would still say the same if the outcome had not been favourable, and wholeheartedly recommend the team that work in this incredible veterinary care service.
Janka Hudak12 April 2024Our journey with Veterinary Specialists Scotland began when our 8-month-old Papillon, Whisky, suffered a severe fracture to her front leg. The referral to Dr. Joni Viitanen and his team was a turning point during this emergency. From the moment we arrived, the response was both professional and deeply compassionate—they admitted Whisky immediately and made sure she was as comfortable as possible. Dr. Viitanen performed surgery the very next day, and during Whisky’s three-day stay, we felt she was in the best hands. The team was not only exemplary in their medical care but also in providing emotional support, making Whisky’s first time away from home as gentle as possible. They kept us well-informed throughout her treatment, always ready to answer our questions and calm our worries. The news that Whisky had completely healed after just seven weeks was a profound relief. Every staff member we encountered was incredibly supportive, ensuring that all administrative tasks, including the insurance claim, were handled smoothly. We are truly grateful to Dr. Viitanen and the entire Orthopaedic Team for their outstanding dedication. Their blend of professional expertise and heartfelt care made all the difference. We highly recommend Veterinary Specialists Scotland to anyone seeking exceptional care for their pets. Thank you for everything you’ve done for Whisky and for us.
John McKellar22 March 2024Recently took our dog Sparky to these guys and found the experience from reception staff to veterinary professional care brilliant.
Bill ferguson9 March 2024Very helpful and professional care team,could not fault any of the help we were given.
Bethany Rutherford5 March 2024My young dog was recently discharged after a long year of treatment at Veterinary Specialists Scotland. After an injury she required a carpal arthrodesis surgery and through no ones fault seemed to hit every bump in the road in the months to follow. The care she received was impeccable and Joni her surgeon was fantastic. During a really stressful and upsetting period of being a dog owner Joni was super helpful and patient. He kept us informed every step of the way. We knew the risks to every surgery and were able to make fully informed decisions about her care. Joni had our full trust and kept us reassured and confident that she would come out the other side with all four legs. I felt Joni and the team here were fully invested in my dogs recovery and wellbeing. We were kept up to date during her stays and kept in contact with after her discharges post treatment. I am glad to say that we are now on the other side after such a worrying year and my wee dog is loving being on the road back to her normal life. Thank you so much to everyone at Veterinary Specialist Scotland and a special thanks to Joni I am so grateful!