How to make a claim with HeckinGood
Log in to your account, fill in the form, and upload your vet invoice. Most claims are processed automatically and paid within 1–2 business days.
- Online portal, 24 / 7
- Instant acknowledgement
- Most claims paid within 1 – 2 business days
How to submit a claim on line
The whole process takes around five minutes. Your policy details and pet information are pre-filled — you just need to describe the treatment and upload your vet’s invoice. |
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1. Log in to your accountGo to heckingood.co.uk and log in to My Account. Your policy details and pet information are already saved — no need to re-enter them. |
2. Select your active policyChoose the policy for the pet you’re claiming for. If you have more than one pet, make sure you select the right one. |
3. Click “Make a Claim”This opens the claims form. You’ll only be asked for the information relevant to your policy type and the treatment involved. |
4. Tell us about the treatmentEnter the treatment dates, the name of the vet practice and treating vet, and a brief description of what happened — there’s a 500-character free-text box to explain the emergency or condition. |
5. Upload your vet invoice and supporting documentsAttach the itemised invoice from your vet (PDF, JPEG, or PNG). Clinical notes and referral reports help if your claim is complex — see below for exactly what to include. |
6. Submit — and we’ll take it from thereYou’ll receive an email confirmation with a unique claim reference immediately. You can track your claim status at any time by logging back in to My Account. |
What do I need to make a pet insurance claim?
Have these ready before you start. Your policy number and pet details are pre-populated when you log in, so you mainly just need documents from your vet.
Always required
Your policy number, pet name, breed, age, and microchip number are all pre-filled when you log in. |
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Itemised vet invoice — the full breakdown of treatment costs. PDF, JPEG, or PNG accepted. |
Treatment dates — the date the treatment started (and end date if it ran over multiple days). |
Vet practice details — the name and location of the practice, and the name of the treating vet. |
Brief description — a short explanation of what happened or what the condition was (free text). |
Payment preference — whether you want payment sent to your bank account (if you’ve already paid the vet) or directly to the practice. |
Sometimes needed
Where applicable, you may be asked to provide the following additional information: |
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Clinical notes from your vet — mandatory for complex claims. Your vet can usually provide these on request. |
Referral report — if your pet was referred to a specialist or a secondary clinic. |
Diagnostic imaging reports — X-rays, MRI, or ultrasound reports if these were part of the diagnosis. |
Photos of the injury — optional, but helpful for orthopaedic trauma claims such as fractures. |
Bank account details — only needed if you’ve already paid the vet and want reimbursement to yourself. |
How long does a pet insurance claim take?
Most claims are handled automatically within 24 hours. A small number go to our vet-qualified claims team for clinical review — we’ll always let you know which applies to yours.
Standard claims
Automated processing
Around 80% of claims | |
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Claim submitted | Immediate |
Confirmation email | Instant (24 / 7) |
Automated assessment | < 1 Minute |
Decision issued | Same or next business day |
Payment sent | 1 Business day from approval |
Total: typically 1–2 business days
Complex claims
Clinical review
Around 20% of claims | |
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Claim submitted | Immediate |
Confirmation email | Instant (24/7) |
Initial automated check | <1 minute |
Clinical review by vet | 1-5 business days |
Payment sent | 1 business day from approval |
Total: typically 2–6 business days
Can’t access the online portal?
Email us your claim
Send your policy number, pet name, treatment date, vet practice details, and a brief description of the condition. Attach your itemised invoice and any clinical notes.
We’ll enter your claim within 4 hours during business hours
