AI staff for vets, from insurance claims to booster reminders
Reception at a veterinary practice is the phone, the waiting room and the till at once. Behind it sit the insurance claims waiting for a history, the booster reminders nobody answered and the paperwork the CMA's Order of September 2026 adds. AI staff can assemble the claims and follow up the reminders. Clinical questions stay with your vets and nurses.
What piles up behind a veterinary reception
Insurance claims
The policy is the client's, but the practice supplies the claim's itemised invoice, clinical history and the vet's own section, which the RCVS says must be completed carefully and honestly. A receptionist or insurance administrator assembles it between consults, then answers the client asking why the insurer has not paid.
Histories between practices
A new client, a referral or a second opinion each needs a clinical history from another practice, and yours is asked for the same in return. The RCVS expects it to be sent promptly and with the client's consent. In practice it is an email a receptionist sends between calls and chases.
Boosters and health plans
Systems such as Provet Cloud and Merlin send the booster reminder. The clients who do not book, and the health plan direct debits that fail, wait for a quiet afternoon. From March 2027 a business with fewer than 15 practices must publish what each care plan includes and each item's price outside the plan.
Estimates, prescriptions and unpaid bills
The CMA's September 2026 Order gives a business with fewer than 15 practices until September 2027 to put estimates of £500 or more in writing, itemise every bill and offer a written prescription whenever medicine is prescribed, in hard copy before the consultation ends or digitally within 48 hours. The practice manager chases unpaid bills.
Roles for Veterinary practices
Phone answering and triage
Picks up when reception cannot, on a voice line set up with you, and books the booster or takes a note. Any worry about an animal goes straight to a vet or nurse.
Diary and scheduling
Books and moves the appointment types you list, boosters among them, by email, each confirmation carrying the consultation fee and price list link the CMA Order will require. An animal's condition is for a vet.
Renewals and expiry tracking
Follows up booster reminders nobody answered with dates to pick, books by your rules from the reply, and lists health plan members whose direct debit failed. Whether a lapsed course restarts is for a vet.
Chasing clients for documents
Assembles each insurance claim pack: itemised invoice, clinical history, policy number. Requests histories from previous practices once the client has consented. The vet completes and signs the claim form before anything goes to an insurer.
Works with
It drafts.
You approve.
We manage.
You don’t need a complex new platform. Your AI worker operates inside your existing tools under human supervision.
Human-in-the-loop
High-impact actions (sending emails, updating compliance records) wait for explicit human approval before execution.
A full audit trail
Every action is logged with who approved it, and we go through it with you each month.
Nothing to maintain
If a workflow breaks or a system changes, we fix it. Keeping it running is our job.
UK-hosted and kept separate
Your data is stored in the UK, and is never used to train AI models.
Questions owners ask
Can an AI agent tell an owner whether their pet needs seeing?
No. RCVS guidance is that the veterinary surgeon decides whether an animal needs attention now or can wait, and its 2026 AI advice keeps a person responsible for decisions. An agent gives no advice on an animal's health and does not judge urgency. Any message raising a concern goes straight to your team; the sender gets your published out-of-hours details.
Can it complete and send our insurance claim forms?
It can assemble the claim: the itemised invoice, the clinical history, the policy number and any earlier claim reference. The RCVS expects the veterinary surgeon to complete the form carefully and honestly and never to sign one blank, so your vet completes and signs it. The claim itself is the policyholder's to make.
Will it help us with the CMA's new requirements?
With the admin, yes. The Order made in September 2026 asks for prices in booking confirmations, itemised bills, written estimates and written prescriptions, on dates that depend on your size. An agent can send what your vets and your system produce and log that each went. What goes in an estimate or a prescription is for your vets.
Does it work with Provet Cloud, ezyVet or Merlin?
Provet Cloud and ezyVet publish APIs for other software to connect. Merlin lists its integrations, so its route is a conversation with its maker. Whichever practice management system you run, it connects the way that system's maker offers, as agreed with your practice before it starts.