Claims
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Claims Process
We aim to make claiming under your policy as simple, transparent and supportive as possible. You’ll deal directly with our dedicated claims team from start to finish.
Here’s how the process works:
1. Report the Incident or Condition
- Contact us as soon as possible after an accident, illness, injury, or incident. Prompt notification helps us proceed quickly and avoid delays.
- You can notify us via phone, email, (or through our below online claim form).
2. Gather Information & Supporting Documents
To help us assess your claim, please have the following ready (as applicable):
- Your policy number and policyholder details.
- Full details of the circumstances.
- Horse details: name, age, breed, registered name, stable location, microchip/passport number, etc.
- Veterinary records: diagnosis, treatment plan, invoices, referrals, diagnostic test reports (X-rays, scans etc.).
- Photographs/images of the injury/damage, if relevant.
- In case of death or euthanasia: vet’s certificate, post-mortem report (if requested or required under policy terms).
- Proofs of ownership and any historic medical records or disclosures relevant to the claim.
3. Complete & Submit the Claim Form
- We’ll send you the appropriate claim form to fill in. Please forward all veterinary details and reports.
- Ensure all sections are filled in correctly, and that all supporting documentation is attached.
- Submit the completed form and documentation to us by email/post/online.
4. Claim Assessment
- Our claims team will review the submitted information. If necessary, we may contact you or your veterinarian and arrange for our vet advisor to examine the horse to clarify details or request further documentation.
- We’ll check the incident against the terms of your policy.
5. Decision & Communication
- Once we have all the required information, we’ll aim to make a decision quickly.
- We’ll notify you in writing (phone and/or by email) whether the claim is accepted, declined, or if more information is needed.
