For vets

You will no longer need an Authorisation book. We will contact your client via text and email to let them know you have submitted a claim on their behalf.

You will need to go to Pawtal and register your details. You will need to provide the following information:

• Your name and email address
• Practice name and address
• Practice telephone number

It’s free!

Once you have registered, we will send you a password, so you’ll be able to log into Pawtal. Please note that it may take up to an hour before you receive a password and will only be sent during office hours. Once you receive a password you can log into Pawtal and submit a claim. If you have any problems registering with us, please call us on 01980 666 044.

For auditing purposes please send your current Authorisation book back to us at Animal Friends Insurance, Number 1 The Crescent, Sunrise Way, Amesbury, SP4 7QA.

If you have problems logging into Pawtal, you can reset your password or, if you have forgotten your email address, please call us on 01980 666 044.

No, Pawtal is web based and no additional software is required. Just go to pawtal.animalfriends.co.uk to make a claim.

Please note that Pawtal does not work on web browsers that are no longer supported by your browser provider, such as Internet Explorer 9.

When you submit a claim for your customer, we will text and email them to let them know a claim has been made. If they do not want the claim to proceed, they can easily let us know and we’ll investigate the reasons why. Otherwise we will review the claim the following day.

Submit through Pawtal before 5pm and we’ll aim to confirm within the hour if we are able to cover the claim. This allows you to check what cover is in force, the excess applicable and to what extent we will cover the treatment required.

These timeframes are subject to us having all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

Not only is the claims process quicker and easier, you can get a pre-authorisation within an hour, keep track of claims and payments and message our claims assessors directly (during office hours).

We also aim to review claims submitted through Pawtal within 24 hours. These time frames are subject to us having all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.

To be able to pay out the claim quickly, we will need to have all the required information including full vet history and invoices. The claim is subject to the exclusions and limitations of your customer’s policy.