When it comes to claiming on your pet insurance, we understand how important it is to ensure your pet gets the care they need without undue stress. However, the process can sometimes be complex, especially when insurance companies request medical records to assess claims. At Pickles, we are committed to supporting you and your pet throughout this process, but it’s also important to clarify how the system works and the regulations that guide it.
Why Insurance Companies Request Medical Records
Pet insurance companies request your pet’s full medical history to evaluate claims. This history provides a complete and transparent account of your pet’s health, which insurers use to determine whether:
The treatment needed is related to a pre-existing condition.
The issue falls under any exclusions specified in your policy.
The claim meets their terms and conditions for coverage.
Insurance companies are bound by strict guidelines to assess claims fairly. To do this, they require access to the full medical record, which is a legal document maintained by the veterinary practice.
The Legal Status of Medical Records
In the UK, veterinary medical records are regulated under the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. This means:
Medical Records Are Legal Documents: These records are an official and accurate account of your pet’s health and must be preserved in their entirety. It is not permissible to alter or withhold parts of the record when providing them to third parties such as insurance companies.
Transparency Is Essential: When insurers request medical records, we are legally obligated to share them in full. This ensures that all claims are assessed fairly and in compliance with UK regulations.
We Cannot Amend Medical Histories: Selectively omitting details or altering records to influence the outcome of an insurance claim is not only unethical but also breaches legal and professional standards.
Our Role in Supporting Your Claim
At Pickles, we are here to assist you in every way possible. While we cannot alter your pet’s medical history, we can:
Provide clear and detailed notes explaining why a particular treatment was necessary.
Highlight any relevant information.
Work with the insurance company to clarify any queries they may have.
We understand that you may feel frustrated when claims are declined due to exclusions or other factors. However, it’s important to note that we do not have control over an insurer’s decision. Our primary role is to provide accurate information and advocate for the care your pet needs.
Educating Yourself on Your Policy
To avoid unexpected issues, we recommend reviewing your pet insurance policy carefully. Pay close attention to:
Exclusions: These may include pre-existing conditions, dental care, or certain genetic disorders.
Required Documentation: Ensure you understand what records and evidence are needed when submitting a claim.
Claim Timeframes: Be aware of deadlines for submitting claims to avoid delays or rejections.
Working Together for Your Pet’s Wellbeing
At the heart of everything we do is the desire to provide the best possible care for your pet. We appreciate your understanding that we must adhere to legal and professional obligations when sharing medical records. By working together, we can ensure your pet receives the treatment they need while supporting you through the insurance process.
If you have any questions about your pet’s medical records, the claims process, or your insurance policy, please don’t hesitate to reach out to us. We’re here to help.