FAQs

General

In the first instance you should contact your PMS vendor who will provide first-line support. If necessary, they will contact us to discuss the problem. If you’re still having issues, please contact us.

Please follow the below steps:

  • The new PMS provider needs to initiate the request from their Vet Envoy admin portal.
  • The existing PMS provider will then need to approve the request from the Vet Envoy portal.
  • Once this has been approved, the practice’s PMS will be changed to the new PMS provider.
  • If you have any questions throughout the process then please contact your PMS provider or alternatively speak to us at vetenvoy@allianz.co.uk.

Please contact us and we can make any changes to your account such as address, email, billing details or corporate group

We love feedback on any of our services – send us a message here.

Contact us to let us know you want to cancel. You can cancel at any time. Please note that any usage during the month of cancellation will be billed and invoice sent at the start of the next month.

Please contact us to ask for this and we can check that we have the correct email address for your clinic

eClaims

eClaims works by enabling the secure and direct transfer of insurance claims between your PMS and the IT systems of insurance companies on a completely paperless basis. It also lets you manage the whole process and deal with any queries through your PMS.

It’s easy, just click here to sign up and your PMS will be prompted to activate your VetEnvoy account. If you don’t have contact from them, please contact us vetenvoy@allianz.co.uk

No you don’t – you can use your existing PMS. Check our list of PMS providers that we work with.

An increasing number of PMS work with us. See our list of PMS suppliers that we are work with.

When receiving E-claim information, an insurance company may pre-validate some of the data and auto decline a claim which doesn’t have the basic information required to process a claim.

The following is a useful guide to ensure the E-Claims are processed more smoothly:

  • Ensure the policy number is an EXACT match and it needs to be the most up to date policy number (policy numbers can change if the Underwriter changes)
  • Treatment dates – these need to be present and within the current policy period
  • Claim description needs to be present.

Follow the below steps:

  • Select all items on insurance claim in history.
  • Right click > Save Insurance
  • Right click > VetXML Insurance
  • Integrations > VetXML
  • Insurance Claims > In Process
  • Right click Claim > New Attachment

This will show all the items you can add to the claim but they are not automatically sent.

  • Select the attachment > Attach
  • The Attachment tab in Merlin will now show one has been added and once polled should be sent via Vet Envoy.’

Please note that Merlin eClaims will not send archived history

Microchip registrations

The VetEnvoy microchip registration service lets you immediately transfer client details from your PMS to the registration database provider. This removes the need for all the usual paperwork and gives your client the peace of mind of having immediate cover should their pet go missing.

It’s easy just click here to sign up. Please check that your PMS has this service listed under Our Partners. 

No you don’t – you can use your existing PMS. Check our list of PMS providers that we work with.  

An increasing number of PMS work with us. See our list of PMS suppliers that we are work with

Yes you can, let us know and we’ll be in touch to set you up. Please check our partners page first to check that your PMS allows for this.

Lab Reports

The VetEnvoy lab reports service directly transfers report requests and data between your PMS and the IT systems of lab companies on a completely paperless and secure basis. The report is automatically entered into the relevant client record in the practice’s system.

It’s easy just click here to sign up. Please check your PMS/Lab are listed under out partners in order for this service to be used. 

Yes you can, let us know and we’ll be in touch to set you up. Please check our partners page first to check that your PMS allows for this.

No you don’t – you can use your existing PMS. Check our list of PMS providers that we work with.

An increasing number of PMS work with us. See our list of PMS suppliers that we are work with.