You can submit a claim on behalf of our mutual customer (the pet owner) by using our ManyPets Vet Portal. Click here to login or register your practice for the Vet Portal.

Please note: if your practice has multiple branches you will require a unique email for each to set them up.

The easiest place to find updates about a previously submitted claim is in your practice’s Vet Portal account. You can do full policy checks and track your claims there.

If you can’t find the information you need on the Vet Portal, please contact our team at vet-claims@manypets.com or call our support line at 0345 340 4090 and select option 4 (vet).

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The ManyPets Vet Portal has been built with vets for vets. Thus, any veterinary business registered with the RCVS is entitled to utilise it for efficient claiming (this most commonly includes first opinion practices, out-of-hours care, and referral/speciality hospitals). 

It is also available for use by the following providing they meet our qualification standards as shown: 

Behaviourists:  

• A Certified Animal Behaviourist (CAB). 

• A Clinical Certified Animal Behaviourist (CCAB). 

• A member of the Association of Pet Behaviour Counsellors (APBC). 

• A member of the Canine and Feline Behaviour Association (CFBA). 

• A member of the Animal Behaviour & Training Council (ABTC). 

• A member of Fellowship of Animal Behaviour Clinicians (FAB). 

• A member of the Royal Veterinary College of Veterinary Surgeons (MRCVS). 

Physiotherapists: 

• Association of Chartered Physiotherapists in Animal Therapy (ACPAT) 

• Institute of Registered Veterinary and Animal Physiotherapists (IRVAP) 

• International Association of Animal Therapists (IAAT) 

• National Association of Veterinary Physiotherapists (NAVP) 

• Register of Animal Musculoskeletal Practitioners (RAMP) 

• Animal Health Professions Register (AHPR) 

Chiropractitioners: 

• International Veterinary Chiropractic Association (IVCA) 

• McTimoney Chiropractic Association 

• Register of Animal Musculoskeletal Practitioners (RAMP) 

• Animal Health Professions Register (AHPR) 

Hydrotherapists: 

• Canine Hydrotherapy Association (CHA) 

• National Association of Registered Canine Hydrotherapists (NARCH) 

• Animal Health Professions Register (AHPR) 

• Make sure that you're logging into our Vet Portal at manyvets.com and not our policy holder site manypets.com. Click here for the correct log in page for our Vet Portal.

• Check your password is correct. If you can’t remember it, click "forgotten password" and we will send you a password reset link.

• If that fails, please contact our vet team with your query (and a screenshot of the error message if possible) at vetteam@manypets.com.

If you have any technical difficulties, please send a full screenshot with details to vetteam@manypets.com.

Follow these steps to submit a clean, seamless claim to us, which speeds up the claims process and helps our mutual customers:

• Comprehensive Medical History:

  Provide at least 24 months of medical history (or the complete history if the pet is younger than 2 years) from your practice and any other veterinary practices visited during this period. This will make sure we have as much information as possible to review the claim. In some instances we may need more history, such as up to 24 months prior to the policy inception, to ensure we can appropriately evaluate the claim in a timely manner for you.

• Consistent Policy and Veterinary Information:

  Checking that the pet's breed, age, and the owner's address in the veterinary records match the details on the ManyPets policy. Discrepancies can lead to claim delays or closures. If you notice a discrepancy, you are welcome to advise them to call our Customer Service Team to discuss this and get this resolved so the claim can progress faster.

• Itemised Invoice (or other acceptable financial documents):

  Submit a detailed, itemised invoice. Each service or treatment must be listed, with any discounts clearly indicated and a note explaining why the discount was applied in the Additional Information section. The invoice should be specific to the condition being claimed and not include unrelated treatments.

  For more detail on acceptable financial documents, please see the next FAQ.

• Prompt Submission:

  For all policies starting or renewing after 1st August 2024, claims need to be submitted within 6 months of the first treatment date being claimed. Please submit your claims as promptly as possible to avoid any issues.

• Payee Details:

  Please make sure your bank details are always up to date and verified for each claim you receive. This helps avoid any delays in your reimbursement once your claim has been processed.

• Additional Information:

  If you believe we may need additional information beyond what's provided in the invoice or clinical history, please use the 'Additional Information' section when submitting your claim. Here, you can include details such as breed, neuter status, and other discrepancies, or any discounts and condition concerns. Providing any necessary clarifications in this section will help prevent potential delays in processing your claim.

  By following these guidelines, you can help expedite the claim process for our mutual customers, ensuring the claim is processed promptly and efficiently. Thank you for your attention to detail and commitment to exceptional care.

While an itemised invoice is typically the easiest option, we're happy to accept any proof of treatment/charges (i.e. financial loss to the practice) if it fits the following guidelines: 

• The items are listed individually, with the treatment dates, and we can see what was given on which date, as well as what has been charged

• It has both the PH and pet details (just a pet name is fine if we have the pet details and have had the history to check for discrepancies)

• It has the details of the vet/therapist/online supplier on it (including the address, where possible)

• It is only for the pet on the policy (and if there are multiple pets on it, it is clear which treatment is for which pet)

• If there is a "balance brought forward", this is checked and any amount on this line is not included in the claim total

• It is not a card receipt

• If it is an online order, we are unable to accept just an order confirmation. This doesn't prove a financial loss and can be cancelled. It must show that it has been paid for. Many online suppliers will be able to provide an invoice that includes the order status on it - this is fine if it shows that it's not just "confirmed" and is paid and/or dispatched

There are a few reasons why claims may take longer than you anticipate.

One of the most common issues insurance companies face are discrepancies. Here are some examples:

• Client information we have vs. what a practice submits (pet age, breed, client address or contact details)

• Correct bank details

• Itemised invoice (we need to see each invoiced line item with its associated cost vs. an invoice that only shows the total cost of visit)

• 24 months of history (this may be from your practice only, yours and other locations the pet has been seen, or a full history if the pet is under 24 months of age)

Some common mismatches we see that can delay claim processing are:

• The correct condition you are claiming for was not selected in the dropdown box (i.e. vomiting)

• The claim was not submitted within six months of treatment

• The current active policy number was not used (i.e. if a patient's policy was changed or updated, a new policy number may have been issued)

Whilst our system prompts you to double check all information before submitting a claim, we understand that sometimes mistakes happen.

If you realise that you've submitted something incorrectly after submission, please email vet-claims@manypets.com straight away with the correct information and we can make amendments to the claim as required.

Please do not submit again.

Yes. Don't forget: the fastest place to do a full policy check or track a claim is on our Vet Portal.

For emergencies, urgent queries, or if you cannot find what you need on Vet Portal, please call us on our dedicated vet line at 0345 646 0795 Monday through Friday 9am to 5.45pm.