Insurance claims can be created directly from an appointment or client record, allowing you to easily record and track the details required by insurers. Here's how to create and submit a new claim in Lupa.
1. Open a New Claim
You can start a new claim in two ways:
From an appointment, click the Add Claim button at the bottom.
Or, from the client record, click Create in the top right corner and select Claim from the dropdown menu.
This creates a draft claim linked to the selected appointment or client.
2. Add Policy Details
Fill in the policyholder’s insurance information, including:
Policy Number
Policyholder Name
Insurance Provider
Address
Mobile Phone Number
Email Address
Preferred Contact Method
You can toggle the Pay Vet option if the claim is to be paid directly to the clinic. Leave it off if the reimbursement should go to the policyholder.
Note: If the insurance provider is part of the Vet Envoy group, the claim will be treated as an integrated claim. Its status will update automatically. For all others, you'll be able to update the status manually.
3. Add Pet Details
Include the relevant information about the insured pet:
Pet Name
Species and Breed
Date of Birth
Sex
Colour
Microchip Number
Registration Date
Date of Last Vaccination
4. Add Vet Details
Provide details about the treating veterinarian:
Vet's Full Name and Role
Vet’s Phone Number
Practice Name and Address
Handler's Name, Phone Number, and Email
5. Add Condition Details
Next, record information about the condition being claimed:
Diagnosis and Condition Code
Start Date and Treatment Dates
Indicate if this is a continuation of a previous claim
Mark if the pet is deceased or was euthanisedSelect the relevant invoice items from the available options, leave deselected if its not included in this claim.
6. Add Invoice Items
Select the relevant invoice items for the claim:
Click Add Invoice to include items from specific invoices.
Deselect any items that should not be part of the claim.
Repeat for additional invoices as needed.
7. Finalise and Submit the Claim
If the claim is not integrated, you can update the status to "Processing" and then click Save.
If the claim is integrated, the Submit Claim option will appear instead.
Completing insurance claims in Lupa ensures that all required parties (pet owner, vet, and insurer) have clear, complete records. Integrated claims make the process even smoother, syncing directly with supported providers.