Questions, answered.

If your pet has been seen elsewhere, we'll request their records from your old vet so we have the full history.

During opening hours we'll see you as quickly as possible; out of hours, the line goes through to our emergency vet partner near Reading, who share your pet's records.

You can choose your vet when booking online, and we try hard to keep ongoing cases with the same vet so they know your pet.

Ask at reception when you book; we'll need your policy number and a signed claim form.

We give you a written estimate before any tests, procedures or hospital stays, and we'll call you if costs are likely to change.

The plan spreads the cost of routine, preventive care like vaccinations and flea treatment and gives you discounts. Insurance covers unexpected illness and injury. Most owners benefit from both.

Kittens start at 9 weeks with a second at 12 weeks. Boosters are given every year after that.

For dogs it depends on breed and size, from six months for small breeds to over a year for some large breeds. Your vet will advise on the best timing for your dog.

For reptiles and birds, we'll refer you to a trusted exotics colleague.