Pet Insurance in Practice

Transcription

1 Pet Insurance in Practice Georgina El-Bassyouni, National Partnerships Manager Howard Brown, National Relationships Manager Su Green, Technical Claims Leader Wed 28 th June 2017

2 Contents Why talk about Pet Insurance? Ways of working with Petplan Successfully increasing your insured clients Petplan headlines Petplan claims

3 Who is Petplan?

4 Why talk about Pet Insurance? Why talk about pet insurance? Our free cover products Support for animal charities

5 Why talk about Pet Insurance? Pet insurance is an important part of responsible pet ownership. Not all pet insurance is the same - you can help your clients choose the right policy for their pet. Increasing the number of insured clients has many benefits for your practice team, your clients and their pets.

6 Increasing insured clients A few of the benefits Insured clients are more likely to seek veterinary advice earlier, making diagnosis quicker, treatments easier and less stressful. Insured clients are more likely to be able to undertake the treatments you recommend, meaning a better chance of recovery for their pets. Research shows that insured clients spend more money in practice than uninsured clients, providing your practice with increased cash flow and profitability. Your practice will receive timely claims payments (Petplan pay out over 97% of claims received, 90% of which are within 5 working days), reducing the time you have to spend chasing unpaid bills or having difficult conversations about money. Insured clients have a closer relationship with their practice and therefore are likely to visit more often and recommend you to others.

7 Why talk about pet insurance? Our free cover products Support Working for with animal charities Petplan

8 Free cover products from Petplan Over 3,000 vet practices in the UK work with Petplan as Appointed Representatives Authorised FCA status. Authorised to recommend. Issuing Immediate Veterinary Cover (IVC). Immediate Veterinary Cover: Issued by the practice following a health check for dogs, cats and rabbits aged from 6 weeks and up to 1 year of age. Provides 4 weeks free Petplan insurance with immediate cover for both illness and injury up to 4,000.

9 Free cover products from Petplan Client Activated Vouchers for Non Authorised practices Vouchers are activated by the pet owner by phone or online. Available for animals from 6 weeks of age and before their 10th birthday for cats, 8th birthday for dogs and 5th birthday for rabbits and some breeds of dog. Provides 4 weeks free Petplan insurance with immediate cover for injury up to 2,000. Illness cover starts 14 days later.

10 What happens next? Petplan will send the client confirmation of their 4 weeks free insurance and may contact them by phone, or SMS. Clients should call Petplan before their free cover expires to set up a full policy for their pet. There is a choice of policies available for all pets. Our signature Covered For Life policies provide cover for ongoing conditions. The new policy will be arranged to start at the end of the 4 weeks free period. The full policy will provide continuous cover for illness and injury from the 4 weeks free policy. In addition to getting great cover, clients will also receive an additional month free! The practice earns Petplan Portfolio Rewards for all policies bought

11 Veterinary Staff Discount Veterinary staff can receive a 20% discount on Petplan insurance for their own pets. Dogs Cats Rabbits Horses 20% veterinary staff discount Personal experience of the importance of pet insurance can be useful when promoting insurance.

12 A range of tools and services... petplanvet.co.uk Dedicated website for online training, ordering display materials and much, much more. Banners and information for your website to encourage visitors to click through and buy a full policy. Territory Managers Field-based support across the UK to partnered practices. First hand experience of working within the veterinary industry. Vetline Dedicated telephone support. 8:30am 6pm Mon to Fri.

13 Why talk about pet insurance? Increasing your insured clients Our free cover products Support for animal charities

14 What are your opportunities to discuss pet insurance? 1 st vaccination? Neutering? Health checks? 2 nd vaccination? New client registrations? Puppy parties?

15 Promoting insurance What works?... Protocols Provide a consistent experience to all clients. No opportunities are missed. Educate not sell Practice staff should educate clients about insurance no need to sell! A team effort Insurance conversation and issuing responsibility should sit with all members of the practice. If all members of the practice team are involved conversion is amplified. A recommendation from all members of the practice team is key.

16 Petplan Headlines Claims Experience Review Vet Envoy Pets on 4 Award winners.! Most Trusted Pet Insurance Provider

17 How can a practice help clients claim for the cost of veterinary treatment?

18 Petplan Claims in numbers 3,500 claims received daily 119 claims staff are qualified vets, vet nurses, or exveterinary staff 53% of claims received as e-claims >90% claims closed within 5 working days 97% of claims paid 265 million paid in 2016 Claims journey NPS: 63% customer 62% vet

19 Claim Submission Electronic Claims Vet Envoy: Best way to submit claims to Petplan. Vet Envoy system is integrated with several Vet PMS systems, making life easier for practices and ensures quicker review of customer s claim. Ensure the invoice and clinical history are attached to submission to avoid delay. Until a claim is input on the system, Vetline will be unable to confirm if we have received it. Please give us 5 working days from when you submitted the e-claim before chasing. Paper Claims If your practice isn t currently using Vet Envoy, you can still send claims via paper claim form. Upon receipt, we take 24 hours to batch and scan post forms before our handlers can start assessment. We can not assess a claim form without both customer and vet signature. Ensure claim form, invoice, and clinical history are all attached together.

20 Why do claims get delayed? We do not receive a full clinical history for the life of the pet upon first claim. We have to refer the history to underwriting. We don t receive claim form, invoice, and history together. We need further details regarding the claim. We receive information but can t match it to a customers claim. The customer s name doesn t match the policy holder. Pay Vet is selected on e-claim but a practice name is added to Pay To field.

21 Any questions? Any questions?

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