Make sure that you are fully briefed with regard to your own practice protocol, and be sure to find out the answers to the following questions:

• Who completes the claim forms?
   
• How long should a client expect to wait between submission of their claim form and payment of the settlement cheque? This does depend on the insurers as well as the speed with which the practice processes the form. Hint - always try to exceed client expectations: if you expect a wait of 10 days, say 14-21 to be on the safe side. The client will be delighted if a cheque drops through the letter box before that time!
   
• Does the practice charge an administration fee for completion of the claim form? If so, how much?
   
• Are direct claims allowed? Are the administration fee and excess payable at the time of treatment?
   
• Which member of staff is best equipped to help deal with queries?

Literature is important. Why not use some of this information to create a brochure for your practice? You could make a comparison chart of pet insurance and display it in the waiting room.

Lastly, make sure that you always have stocks of proposal forms available for clients at the practice. Proposal forms can also be placed in your puppy, kitten, rabbit and welcome packs.