Understand pet insurance

Pet insurance companies will often ask for clinical record information to assist with processing a claim. In the event that a claim is denied, this information may then be provided to the client as part of the explanation as to why the claim has been denied. This means that the clinical records created, and owned, by the veterinarian can end up in the hands of the client. And this potential outcome has led to some veterinarians feeling reluctant to hand their clinical records over to a pet insurer.

Handing clinical records to an insurer – what are the risks?

When considering handing records to a pet insurer, it’s important that a veterinarian is mindful that the records may be seen by the client. But what does this mean for a veterinarian? Not only is there a chance that records can be seen by a client during a pet insurance claim process, but records can also be seen for other reasons by a State Veterinary Board or a professional indemnity insurer. This is one of the reasons why it’s an expectation that records are always written in an appropriate and professional manner. Comments in the record should always be objective and relate to the treatment provided. Unprofessional comments in the clinical record that are then seen by a client are likely to lead to an unhappy client who may complain about the veterinarian’s conduct.

Some veterinarians may be concerned that another risk of the clinical record being seen by a client is that information contained in the record may lead to a complaint by the client and that the complaint won’t be covered by the veterinarian’s professional indemnity insurer. What is and isn’t covered by a professional indemnity insurance policy is detailed in the policy wording. Unless what is recorded in the clinical record amounts to an admission of liability, or otherwise triggers an exclusion clause in the policy, the fact that a client sees a veterinarian’s clinical record is rarely the basis upon which a claim is denied. If a claim is to be denied by the professional indemnity insurer, it’s generally as a result of other actions of the veterinarian, not the action of sharing the record.

There is a possibility, albeit slim, that the client may read the clinical record and form a conclusion that the veterinarian has acted in a manner which is inappropriate or negligent. However, this possibility shouldn’t be a reason to not share the clinical record. It’s important to remember that you can’t stop a client from complaining if they feel they have a reason to do so; it is their right. However, it’s also important to remember that this is why veterinarians have their professional indemnity insurance, to protect them when a claim is made against them.

Not handing clinical records to an insurer – what are the risks?

While there are some risks to consider when handing clinical records to a pet insurer, veterinarians should also understand that there are risks to consider when they choose to not hand over those records. If a veterinarian opts to not share the clinical record with a pet insurer when a client has made a claim, it’s possible that a claim won’t be processed and the client will not be able to receive the rebate they may otherwise be entitled to. Veterinary care can be considered expensive for many clients. Those who take out pet insurance are choosing to buy insurance to attempt to assist with veterinary costs. For them to not be able to make use of that pet insurance would mean they’re paying full costs for the treatment as well as an insurance premium that isn’t being utilised. This occurring may well upset and frustrate the client, and it is often the frustrated clients who are more likely to complain.

A veterinarian also needs to consider the importance of maintaining clients to keep their business running successfully. A situation where one veterinarian refuses to share clinical records with pet insurers, yet another veterinarian does share them, could lead clients choosing their veterinarian based on who will support their pet insurance claims.

Don’t forget…

  • Sharing information within a clinical record is not usually the reason for a professional indemnity claim being denied.
  • Always keep detailed, accurate and up-to-date records of all clinical consultations and treatment.
  • The information contained within a clinical record should always be professional and objective.
  • Whilst the veterinarian is the owner of the clinical record, be sure you have the client’s permission prior to sharing the record with a pet insurer.
  • If there is any situation that a veterinarian thinks could lead to a claim against them, they should notify Guild Insurance immediately by calling 1800 810 213.

Guild Insurance Limited ABN 55 004 538 863, AFS Licence No. 233 791. This article contains information of a general nature only, and is not intended to constitute the provision of legal advice. Guild Insurance supports your Association through the payment of referral fees for certain products or services you take out with them.

Similar Articles

  •

    Mitigating Cyclone Risks

    Cyclones may seem like a rare event to some people in Australia. However, according to the CSIRO, northern Australia is threatened by cyclones every year between November and April with typically about five cyclones reaching land each year. This means that unfortunately cyclones are a very real part of life for many people and businesses and the devastation they cause can be catastrophic. Sadly, the recovery from cyclone damage is often not as quick as people would hope and this can have significant consequences for businesses.

    We can’t prevent a cyclone from occurring, but we can take steps to reduce its impact. The following tips will assist business owners and their staff be better prepared for a cyclone and better able to reduce impacts to the business. They’ll help you get back on your feet and trading again sooner.

    Pre-cyclone planning

    • Make yourself aware of the cyclone risk and likelihood for the location you’re in. If new to an area, engage with others who live and work there to understand the cyclone history of that area.
    • Have an evacuation plan and ensure all staff are familiar with this. It should include details on the likely warning timeframes and any possible shelter options. Again, engage with others in the area to assist in creating a safe plan.
    • Prepare an emergency kit that allows access to important information, equipment or tools. There’ll be occasions where the damage to a building is so great that it can’t be safely entered. Therefore, business owners must consider what they’ll need to access to both deal with the damage caused (such as insurance details and an asset register) and maintain business operations as much as is possible.
    • Have a plan to minimise the spoilage of any refrigerated items in the event of power being lost.
    • Have your data and any business information which is stored electronically backed up in a way that can be accessed off site. This is important if the premises can’t be accessed or if information has been lost due to power shortages. Alternatively, consider cloud hosted storage solutions to protect your data.
    • Ensure your business’ asset register is up to date. A detailed asset register means the process of an insurance claim is much faster and hassle free.
    • Discuss insurance cover, including business interruption, and its costs with your Guild Insurance Account Manager or insurance adviser and ensure you understand the financial protection afforded to you in the event of a cyclone.
    • Find out if your building has been built to cyclone standards and make modifications where possible.
    • Have a maintenance program in place so your building is in an ideal condition. A building which has been allowed to deteriorate or has been poorly maintained is likely to suffer more serious damage.
    • If there are maintenance issues with your building and you lease the premises, engage with your landlord as soon as possible to discuss a plan and the necessary action.
    • Develop a business continuity plan that will detail how you’ll manage your customer needs as well as your business and financial needs immediately after a catastrophic event. Thinking about this before an event can make the immediate impact and stress more manageable.
    • Given there’ll likely be high demand for many services and trades, it would be wise to create a list of local services before there’s an urgent need. Utilise the knowledge of your local real estate agents; they can be a great support for putting you in touch with local trades and services.

    Planning when a cyclone is imminent

     

    • Don’t be complacent when there are cyclone warnings. Cyclones not only cause significant damage to buildings and other material possessions, but sadly they can lead to loss of life. Listen to all local advice and don’t delay evacuating.
    • Have a plan for where and how you’ll access local and current advice when a cyclone is approaching, to be sure you can make the most appropriate decisions regarding when to evacuate.
    • When there are warnings that a cyclone appears likely, bring inside any outdoor furniture, equipment or other items that could be blown away. Anything which can’t be brought inside should be tied down if possible.
    • When evacuating a building, where possible turn off the gas and electricity supply. Be sure you know how to do this ahead of time.

    Post cyclone response

    • Contact your Guild Insurance Account Manager or insurance adviser as soon as is possible to notify them of the event and any losses suffered.
    • If you begin the clean-up yourself and wish to dispose of any damaged and unsalvageable items, ensure you take a photo of these items first, and keep a list of what’s been thrown out, to assist with your insurance claim.
    • If you aren’t fully insured and are therefore managing aspects of the clean up and recovery yourself, it’s advisable to begin by prioritising what needs to be done and determining how you’ll do this and whose assistance you’ll need. There are restoration services available that can assist with this.
    • Following natural disasters, there’s often government support available to assist in the recovery. Be sure to stay up to date on what’s available from your local, state and federal governments.

    Download the pdf here

    accidents
  •

    Mitigating Flood Damage Risks

    Floods are an unfortunate part of life for many people and businesses in Australia and the devastation they cause can be catastrophic. Sadly, the recovery from flood damage is often not as quick as people would hope and this can have significant consequences for businesses.

    We can’t prevent a flood from occurring, but we can take steps to reduce the impact of a flood. The tips below will assist business owners and their staff be better prepared for a flood and better able to prevent or reduce impacts to the business. They’ll help you get back on your feet and trading again sooner.

    For the purpose of this article, the definition of Flood is as per your Product Disclosure Statement (PDS), which is: Flood means the covering of normally dry land by water that has escaped or been released from the normal confines of any of the following:

    a. a lake (whether or not it has been altered or modified);

    b. a river (whether or not it has been altered or modified);

    c. a creek (whether or not it has been altered or modified);

    d. another natural watercourse (whether or not it has been altered or modified);

    e. a reservoir;

    f. a canal; or

    g. a dam.

    Pre-flood planning

    • Make yourself aware of the flood rating and likelihood for the location you’re in. If new to an area, engage with others who live and work there to understand the flood history of that area.
    • When fitting out your business, consider using materials which are less susceptible to damage when wet, therefore limiting the potential need for replacement after a flood. If you’re part of a larger organisation and don’t have complete ownership or control over the fit out of your business, have a conversation with your organisation to raise their awareness of this need. This isn’t always obvious to those who live outside of flood risk areas.
    • Have an evacuation plan and ensure all staff are familiar with this. It should include details on the likely warning timeframes and cover not just leaving the premises, but also the area if people need to move to higher ground. Again, engage with others in the area to assist in creating a safe plan.
    • Have a plan for moving stock, electronic equipment, and other moveable equipment and furniture where possible. This might be to a higher level of the building or to another premises/location less likely to be impacted by flooding.
    • Have a plan for sandbagging both outside the premises as well as inside over floor drains and toilets. There are sand-free sandbags available which are worth considering.
    • Prepare an emergency kit that allows access to important information, equipment or tools. There’ll be occasions where the damage to a building is so great that it can’t be safely entered. Therefore, business owners must consider what they’ll need to access to both deal with the damage caused (such as insurance details and an asset register) and maintain business operations as much as is possible.
    • Have your data and any business information which is stored electronically backed up in a way that can be accessed off site. This is important if the premises can’t be accessed or if information has been lost due to power shortages. Alternatively, consider cloud hosted storage solutions to protect your data.
    • Ensure your business’ asset register is up to date. A detailed asset register means the process of an insurance claim is much faster and hassle free.
    • Discuss insurance cover, including business interruption, and its cost with your Guild Insurance Account Manager or insurance adviser and ensure you understand the financial protection afforded to you in the event of a flood.
    • Have a maintenance program in place so your building and fit out is in an ideal condition. A building which has been allowed to deteriorate or has been poorly maintained may suffer more damage during a flood.
    • If there are maintenance issues with your building and you lease the premises, engage with your landlord as soon as possible to discuss a plan and the necessary action.
    • Develop a business continuity plan that will detail how you’ll manage your customer needs as well as your business and financial needs immediately after a catastrophic event. Thinking about this before an event can make the immediate impact and stress more manageable.
    • Given there’ll likely be high demand for many services and trades, it would be wise to create a list of local services before there’s an urgent need. Utilise the knowledge of your local real estate agents; they can be a great support for putting you in touch with local trades and services.

    Planning when a flood is imminent

    • Don’t be complacent when there are flood warnings. Floods not only cause significant damage to buildings and other material possessions, but sadly they can lead to loss of life. Listen to all local advice and ensure you don’t delay implementing your flood preparation plan in a safe way, given time available before floodwaters are forecast to inundate your property.
    • Have a plan for where and how you’ll access local and current advice when a flood is approaching, to be sure you can make the most appropriate decisions regarding when to move furniture and equipment and when to evacuate.
    • When there are warnings that a flood appears likely, bring inside any outdoor furniture, equipment or other items where possible. This not only prevents them from being damaged by heavy rain and rising water levels, but also stops them from being washed away.
    • When evacuating a building due to a flood, where possible turn off the gas and electricity supply. Be sure you know how to do this ahead of time.

    Post-flood response

    • Contact your Guild Insurance Account Manager or insurance adviser as soon as is possible to notify them of the event and any losses suffered.
    • If you begin the clean-up yourself and wish to dispose of any damaged and unsalvageable items, ensure you take a photo of these items first, and keep a list of what’s been thrown out, to assist with your insurance claim.
    • If you aren’t fully insured and are therefore managing aspects of the clean up and recovery yourself, it’s advisable to begin by prioritising what needs to be done and determining how you’ll do this and whose assistance you’ll need. There are restoration services available that can assist with this.
    • Following natural disasters, there’s often government support available to assist in the recovery. Be sure to stay up to date on what’s available from your local,

    Download the PDF here.

    flood
  •

    Navigating communication and due processes during COVID-19

    At Guild Insurance we thought it was timely to remind you of practices you should adopt to ensure you’re operating your business as safely as you can during the COVID-19 situation. 

    These include: 

    • Staying up to date with regulations 

    • Communicating clearly with customers and staff 

    • Taking actions to reduce the risk of spreading COVID-19 

    • Keeping records of what steps you put in place 

    Stay up to date with regulations 

    Firstly, please be sure you’re keeping up to date and adhering with Federal and State or Territory government requirements. To fully understand these requirements, it's always best to go directly to the source rather than rely on other media channels. The following links will provide you with the necessary, and regularly updated, requirements.   

    ACT 

    Communicate clearly with customers and staff 

    When operating any business, your communication is always incredibly important.  It keeps your clients informed of what they can reasonably expect from your business.  Communication also assists them to understand how the operations of the business and services provided impact them.  As we all deal with the challenges presented by COVID-19, communication from business owners and operators has taken on an increased importance. 

    We have seen an increase in complaints over trivial or minor issues. Some complaints have gone directly to the regulators and in a recent example, the police were involved. We believe this is likely the result of an emotional response to the stresses and anxieties people are experiencing as a result of COVID-19. While these complaints could be considered "over the top", they all require a response and may involve the stress of an inquiry by the regulator.  

    Given the circumstances we all face with COVID-19, we need to regularly remind ourselves that many people are struggling to deal with the current situation.  We recommend business operators be especially mindful of how they speak to and interact with their clients and staff.  Maybe you need to take a little more time than usual to explain business processes.   It might be ideal to provide written information to assist people in understanding the services you can and can’t offer and how you are helping to manage the risks associated with COVID-19.  Taking a bit more time and care to explain business processes and services, particularly if they’ve changed from the usual, will potentially mean your clients will be more understanding if their expectations aren’t met. 

    Take actions to reduce the risk of spreading COVID-19 

    As well as focusing on your communication, all business operators also need to be sure they’re doing all they can, and meeting requirements, regarding distancing and cleaning within their business.  Some processes you may consider, or possibly already have, for your business include: 

    • Restricting the number of clients in your premises at the one time.  Depending on the type of business, this can be done in a few ways such as having staff at the entrance managing who comes in and when and removing some chairs from waiting areas.  It can also be done by spreading out the time between appointments and asking clients to wait outside till called in for their appointment. 

    • Placing markings on the floor reminding people where to stand to ensure there’s the required physical distance between them. 

    • Encouraging cashless payments. 

    • Signage both on the outside and inside of the premises making people aware of your processes and what you expect from them when they enter. 

    • Having hand sanitiser available and in sight for all staff and clients. 

    • Regularly cleaning the premises, particularly high touch areas such as doorknobs.  There should also be cleaning in between clients if they come into contact with items such as treatment tables. 

    While all the above is important, just doing it isn’t enough, especially if you want to be sure your clients feel confident and safe using your business.  Again, communication is vital here.  Your clients deserve to know about the safety process within your business, so be sure you make them aware.  This can be done by emailing all clients about the process you’ve put in place.  You could put notices within and around the premises reminding them of your processes.  You and your colleagues should also be talking about the safety measures with clients, such as reminding them to apply hand sanitiser when they enter. 

    Keep records of what steps you put in place 

    Guild also recommends our insureds keep a record of their safety processes.  Like all record keeping, this serves as evidence in the unlikely, yet possible, event the processes are questioned. If a client or any other person accused you and your business of not adhering to safety requirements and restrictions, having this evidence will make it easier to prove otherwise.  Collecting and storing this evidence doesn’t need to be cumbersome.  It can be done by taking photos of items such as signage, floor markings and available hand sanitiser.  Copies of any written communication to clients, such as emails, should be kept.  You should also make a record of any situation where a client has seemed unhappy with your business.  Noting this down when it happens while it’s fresh in your mind will be useful if the client lodges a complaint. 

    Lastly, remember Guild Insurance is here to support you in the event a client makes a complaint.  Whether this complaint is to you directly or to a regulatory body, whether it’s about your processes during COVID-19 or the service you regularly provide, Guild is here to support you during the difficult and stressful period of managing a complaint.    

    Guild Insurance Limited ABN 55 004 538 863, AFS Licence No. 233 791.  This article contains information of a general nature only, and is not intended to constitute the provision of legal advice.  Guild Insurance supports your Association through the payment of referral fees for certain products or services you take out with them.

    communication
See more

The information supplied by you will be received, retained, used and disclosed by Guild Insurance Limited and its related companies and business partners for the primary purpose of providing you with further information on, evaluating, affecting, managing and administering products and services offered by Guild Insurance Limited and its related companies and business partners.

You may at any time request that no further marketing material be sent to you by clicking ‘unsubscribe’ via email communication. You may also access the personal information Guild Insurance Limited holds about you by contacting: Phone:  1800 810 213

© Copyright Guild Group Holdings Limited