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Without your feedback we cannot continue to improve and develop our services and offer your the personalised customer care we pride ourselves on. We welcome all feedback: the good, the bad and the ugly and take every comment we receive both directly and indirectly seriously. 

Want to review us?

Feel free to review us! We are proud of the service and standard of care we provide to each and every client and patient. If you want to share your experience for others to read and help others make their own mind up about us you can do so on our Facebook page or via Google reviews. We love to hear from you, so don't forget to ring us or drop us an email and let us know how we did. 

Not satisfied?

Whilst we aim to meet the needs of every client we see, we are keen to open dialogue with any client who is dissatisfied with the service or care we have provided. If you wish to make a complaint, please do so in writing and send this for the attention of the partners of Lingfield Equine Vets, Rachel Atherton and Kate Granshaw. Written communication may be submitted via email or by post. The partners oversee any complaint we receive and will reply personally after investigating the matter fully. Of course should you wish to just have a chat over the phone we welcome your call. Either ring the relevant vet directly, or contact our office team on 01342 300008 who will do whatever they can to help.

When should I contact my insurance company?

You are required to contact your insurance company and inform them of any changes in your horse's health status as soon as possible. Although you may decide not to claim for a particular problem initially, if complications were to occur, a claim may then be made. Some insurance companies require you to notify them about a potential claim within a set time frame, and if this is not done, the claim may not be settled. 

Consent must be gained from the insurer's prior to certain diagnostic tests or procedures being performed, so if you're in doubt ring the company to inform them of the plan for your horse in advance of undertaking the procedure.

How do I make a claim?

Once you have decided to make a claim, the best starting point is to notify your chosen company and request a claim form. Once received you should complete the form, sign your sections and then forward the whole form to us, along with payment for your excess. We will then complete the veterinary section and submit the claim form on your behalf. The invoices for the problem are accompanied by your horse's full veterinary history and submitted to the relevant company.

We recommend contacting your insurance company prior to submitting a claim to establish if you have any relevant exclusions on your policy that may affect your claim and confirm how much your excess is for the claim.

Whilst we are happy to accept payment direct from your insurance company, please be aware that companies may only over the fees discounted for prompt payment and they will not pay for any interest that has been added to an overdue account. Insurers take the view that you should minimise the costs by using any discount system available. In light of this, it is financially beneficial to you to settle your account before your prompt payment discount is lost and then be reimbursed by the insurance company yourself.

Worried about exclusions?

Clients often worry that claiming for a particular problem leads to exclusions being placed on their policy. While, unfortunately, this may well be the case, avoiding making a claim is unlikely to change this. As mentioned above, your horse's full veterinary history is required by the insurer's as part of your claim. Depending on the company's terms and conditions, if the insurers notes your horse has been treated for a condition they were previously unaware of, an exclusion may be placed on your policy regardless of no claim being made. Should the insurer's feel that the present claim may be related in anyway to a previous problem, the claim may be refused.

Consequently, we recommend you claim on your policy whenever the fees are greater than your excess amount and/or you are likely to incur ongoing costs over a prolonged duration. If you are undecided, it is prudent to inform the insurer's of this so they are aware a potential claim may arise.

Finally, certain exclusions may be reviewed and removed after a year. If you have existing exclusions on your policy contact your insurers to enquire if this can be re-evaluated. If so, you will need a visit so we can examine your horse and provide the insurers with a written report.

Ongoing insurance claims

Some insurance companies require a completed continuation claim form to be sent with any further invoices, whereas, others just need any further invoices to be sent on as they occur. If your insurance company requires a continuation claim form this can often be downloaded from your insurer's website.
It is prudent to keep in touch with your insurer to make sure you know where you stand with your claim and it you responsibility to ensure you provide any further information your insurance company requires.
 

Are there fees associated with my insurance claim?

A nominal administration fee applies for the processing of any new insurance claim; however, we do not charge you for submitting continuation claims forms. Due to growing amounts of written veterinary reports insurers require, and the time involved in producing these reports a separate administrative charge may be applicable.

The key to trouble free insurance is understanding your policy. Make sure you read the small print and understand the insurer's terms and conditions. Keep your insurer's informed of your horse's condition and obtain consent prior to going ahead with costly work as soon as possible.

Our Location

Lingfield Equine Vets is situated in the beautiful Surrey Hills area. We are located just north of Felbridge on the A22 with easy access for all equine transport vehicles.

Contact Us Today
Lingfield Equine Vets
Chester Lodge, Woodcock Hill,
Felbridge, Surrey,
RH19 2RD
(01342) 300008