Vets Now Reviews 

Vets were very professional and sorted the emergency as expected.
3 stars is for waiting 1h to get triage and another 2h to be seen by Vet. And the very high price of the consultation fee which is 8x the normal price.

Here is your revised review with the duplication removed and the communication point tightened so it only appears once, cleanly and non-repetitively:

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Great clinical care, but confusing and frustrating insurance administration

I had to take my poorly cat to Vets Now out of hours. The vet was great, and I was able to collect my boy a few hours later after treatment. I have no complaints about the clinical care he received.

Unfortunately, the insurance and administration side has been a very different experience.

The process is confusing because Vets Now’s own instructions are inconsistent. The email I received with my invoice told me to:

1. Initiate the claim with my insurer
2. Complete the Vets Now Insurance Information form

I followed those instructions exactly.

However, Vets Now’s website presents the process the other way around, with completing their Insurance Details Form followed by “Step 2: Initiate your claim with your insurance provider.”

Then, after I had completed the Vets Now form, the automated confirmation email told me as an “ACTION” to contact my insurer to notify them of the claim — despite the original email specifically telling me to do that first.

It may simply be that the website and automated communications have not been joined up properly, but from a customer’s perspective it makes an already complicated insurance process unnecessarily confusing.

The £35 administration fee is also frustrating. Vets Now’s terms state that the fee is payable regardless of whether you make the insurance claim yourself or Vets Now makes it on your behalf. So although you can manage the claim directly with your insurer, there does not appear to be a fee-free option if Vets Now needs to provide the information or paperwork required for the claim.

I also struggle to understand how a flat £35 fee is proportionate when both the amount of administration and the time involved could vary considerably. There is potentially a significant difference between Vets Now administering a claim on a customer’s behalf and simply completing or signing a form and providing the required treatment file to an insurer, yet the same £35 fee appears to apply in either case.

More frustrating still is the lack of communication after submitting the information. I received the automated confirmation, there has been no direct update from Vets Now for 10 days. The online chat on the website has repeatedly been unavailable, and calls have involved waiting in a queue before being disconnected because nobody is available to take the call.

This is particularly disappointing given that Vets Now describes completing its Insurance Information form as helping customers recover their money “more rapidly”.

Meanwhile, my insurer says it is still waiting for the information it needs from Vets Now and has now sent me repeated updates saying it will continue chasing them every five days.

So, while I was very happy with the veterinary care my cat received, the insurance process has been confusing, difficult to follow and, so far, VERY SLOW. When customers are being asked to pay a £35 claims administration fee, I would reasonably expect the associated administration and communication to be timely and effective. Based on my experience so far, that has not been the case.

The whole team treated my furry baby with the love and respect he deserves, and cared for him as if he were part of their furry family. They provide the same level of care as if I were paying huge vet bills. I really appreciate the empathy and thoughtfulness. Thank you

The vet wouldn't take into account of my pets medical and social history, the vet encouraged me to get treatment that would not have helped my pet at the time, and as soon as I questioned it they spoke to me like I was an idiot. The vet was convinced I wouldnt understand the possible neurological issues with my pet, I work as a behavioural psychologist. Over i was really unhappy with the service provided.

The vet and reception staff was very friendly and knowledgeable

Our gorgeous little rabbit become quite poorly real quick and had to go to the emergency vets now as it was a Sunday and really worried about her. The vet did give her a thorough examination and told us what they thought could be the problem, they gave her 2 injections and some paracetamol to take home and instructed us to go to our regular vet next day to discuss where we go from here , xrays, operation, more and more meds or put her to sleep. She is 10yrs old .The cost was £303 for consultation and then they added £83 on top of that for 2 injections and 5ml of paracetamol.How do they justify £386? It's absolutely disgusting knowing you have a really poorly pet and ur regular vet is closed. The worst thing is the following day our regular vet wouldn't see her said they had no appointments (different vet also disgusting) so whilst trying to find another vet I came across an emergency vet that was a non profit vet and it would have only cost £79 for the consultation.In the end we had to contact our regular vet again and demand they see her never mind waiting till the following day she was in agony, sadly we had to say goodbye to her. It's been herrendous and obviously very upsetting.

Would not let my dog go back here. Terrible wait times even in an emergency, staff who are always too busy to give updates on your pet. It’s chaos.

Really caring staff despite being short staffed on the day. Didn't mind waiting because we knew we'd be seen.

Very experienced, they kept my dog alive in time to see the specialists.

Excellent service from everyone Tilly was well looked after

Thank you to vet Nicola for her rapid and excellent work in helping our sick dog. She showed great care and professionalism. She kept us informed every step of the way. Her logical and systematic methodology led to a quick diagnosis and start of treatment.
She quickly contacted further expert advice and managed a swift onward referral to Bristol vet hospital.

Very professional and caring and efficient service

Admitted quickly with my poorly cat had to visit twice which was very costly, luckily we are insured but we're slow to respond to insurance company.

Had to make an emergency appointment out of hours.
Good service lovely staff.They identifed what was wrong with my cat. After a couple of injections and a course of antibiotics Put my mind at rest and now cat is back to her normal crazy self.

What a wonderful, caring, professional team you have at Vets Now, Bury, Manchester.
Super Helpful and sensitive reception, the very skilled nurses - and your team of Vets, cared for our little 5 year old dog who came to you a very poorly dog and sadly died.
However one shining light in the sorry saga, is the wall to wall professional care and skills demonstrated, and the warm sympathetic nature of every single person we encountered, right from walking through the front door! - We Hope VETS NOW you are very proud of the a team at Bury Old Road - they should be!

So helpful when I had to bring my dog in out of hours emergency.

The attention to detail, the genuine concern for our pet and the warm and friendly manner we were greeted with. The explanation by the vet about what tests were undertaken and their results and the genuine interest in our pet was exceptional. It was a Sunday but no sense that we were an inconvenience and no hurry just authentic compassionate care. I would definitely use again.

Reassurance given and fast service
Good to know there is somewhere to go when it outwith normal hours.

The nurse and vet who treated my cat's burst abscess were kind and understanding, giving
clear advice. It was an emergency appointment and I was somewhat prepared for a high cost. However, £350 just for a consultation was a bit of a shock as was final bill of £626.