FAQs

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. To help ensure claims are processed 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

LV policies are either held under Insurance Factory or Allianz. Claims are initially assessed by Allianz to check if this policy is an Allianz claim, and if not the claim is passed over to Insurance Factory. During this initial assessment, the Insurance Factory team may not be able to see this LV claim as it has not been passed over yet. This should reach them as soon as Allianz check this and your system should update you on this. If it has been more than a week with no movement, please send us a message

It is the Insurer’s responsibility to process any claims received and update the status of the claim via VetEnvoy. Please contact the insurer to get further details if a claim is delayed or there hasn’t been an update in a usual expected timeframe. If you are having trouble contacting the Insurer, please message us for assistance.

Please cancel the claim as soon as you realise any errors, make your changes and resubmit. If the claim has already been downloaded by the Insurer then you will need to call the Insurer to clarify any errors.