The Insurance module centralises all pet insurance claims in one place — from policy lookup through to settlement tracking. For practices where many patients have insurance, this replaces paper forms and phone calls with a structured digital workflow. With direct connections to Vetsure and VetEnvoy, you can submit claims electronically without leaving Lupa, track their progress automatically, and monitor outstanding settlements across your entire practice.

💡 In short: Go to Apps → Insurance to create claims, submit them electronically (Vetsure or VetEnvoy) or track them manually, and monitor progress from draft to settlement — all in one place.

What You'll See

Navigate to Apps → Insurance from the top navigation bar. The claims list shows all claims across your practice in a filterable table.

📍 Permissions required:

Insurance — full access to create, edit, submit, and manage claims
Read Insurance — view-only access (cannot create or edit)
Update Submitted Claims — edit claims that have already been submitted

How Insurance Claims Work

Lupa's insurance module is built around three core concepts:

Claims and Pre-Authorisations

A claim requests reimbursement for treatment you've provided. It links to completed invoices and documents what was done. For claims to vetsure only, a pre-authorisation (pre-auth) is submitted before treatment begins — it links to an estimate/ draft invoice instead of an invoice. Pre-auths let vetsure confirm coverage before you proceed with expensive procedures, reducing the risk of claim rejection after costly treatment.

Facilitators — How Claims Reach Insurers

Every claim uses a facilitator — the method by which it reaches the insurer:

Facilitator	How it works	What you need
Vetsure	Electronic submission directly through Vetsure. Vetsure sends the policyholder an email for e-signature.	Vetsure connection enabled + Insurance Network Group Name configured in Settings → Vetsure
VetEnvoy	Electronic submission through VetEnvoy's network of connected insurers. You select the insurer from a list when creating the claim.	VetEnvoy connection enabled in settings
Non integrated claims (any insurer)	Manual tracking for any insurer not connected digitally. You create the claim in Lupa for record-keeping, then submit to the insurer yourself (post, email, or their portal). Update statuses manually.	Nothing — always available

Claim Lifecycle

Every claim moves through a series of statuses. For Vetsure and VetEnvoy claims, statuses update automatically as the insurer processes the claim. For "Other" claims, you update the status manually.

Claim Statuses

Status	What it means	Who changes it
Draft	Claim is being prepared — not yet submitted	You
Initiated	Created with an integrated insurer but not yet fully submitted	Automatic (VetEnvoy/Vetsure)
Submitted	Sent to the insurer for processing	Automatic or You
Ready for Processing	Insurer has received the claim and queued it for assessment	Automatic (Vetsure)
Processing	Insurer is actively assessing the claim	Automatic (Vetsure)
Settled	Claim approved and payment issued by the insurer	Automatic or You
Declined	Claim rejected by the insurer	Automatic or You
Nullified	Claim cancelled by the practice	You
Invalid	Claim contains errors that need correcting before resubmission	Automatic or You

Reading the Claims List

Column	What it shows
Name	The claim name — click to open the full claim details
Pet Name	The insured pet — click to go to the pet's profile
Client	Client name, profile picture, and phone number
Diagnosis	The medical condition being claimed
Insurer	The insurance company name
Status	Current claim status with colour coding
Payment Recipient	Whether the insurer pays the practice directly or reimburses the client (impact how you regard client debt)
Amount	Total claim amount including VAT
Settlement Amount	What the insurer actually paid (for settled claims)
Invoice Numbers	Linked invoices — hover to see invoice details (can be multiple)
Days in Status	How many days since the last status change — helps spot stalled claims

Tools available on the claims list:

Filter by any column — status, insurer, date range, amount, client, pet
Global search — find claims by name, client, pet, or diagnosis
Export to CSV — download the filtered list for reporting or reconciliation
Bulk actions — select multiple claims (except integrated claims, where statuses change automatically) and change their status in one go

💡 By default, the list hides nullified claims. Remove the status filter to see all claims including cancelled ones.

Where to Create a Claim

You can start a claim from three places:

Starting point	How
From an invoice	Open the invoice → three-dot menu → Create Insurance Claim (or Create Pre-Auth for estimates via vetsure). The invoice is automatically linked.
From a client's / pet's profile	Go to the client's profile → Create → Insurance Claim or Insurance Pre-Auth (vetsure only)
From the Insurance module	Go to Insurance → click Create Claim at the top of the list

Claims are created through a multi-step wizard that captures policy details, pet information, condition details, vet details, and attachments. See for the full step-by-step guide.

When to Use Pre-Authorisation (vetsure)

⚠️ Pre-auth before expensive procedures. Submit a pre-authorisation before starting treatment. This confirms coverage upfront and dramatically reduces the risk of claim rejection after you've already performed the procedure.

Pre-authorisations link to estimates instead of invoices. When you create a pre-auth, you search for and link estimate items rather than completed invoice items. Once the insurer confirms coverage, proceed with treatment and convert the pre-auth to a full claim.

Tips

✅ Best practices from practices that run Lupa:

Attach comprehensive documentation — clinical notes, lab results, imaging, consent forms. More evidence upfront means fewer follow-up requests and faster settlement
Monitor "Days in Status" — claims stuck in Processing for 30+ days may need a follow-up phone call to the insurer
Check policy details before treatment — use the Vetsure policy search or check the pet's insurance details before high-value procedures
Export and review monthly — track claim volumes, approval rates, and settlement amounts to spot trends
Respond to insurer requests immediately — delayed responses can cause claim expiry

Troubleshooting

Problem	Solution
Can't see Insurance in the sidebar	Your role needs the Insurance or Read Insurance permission. Ask your practice manager to enable it in Settings → Roles & Permissions.
Can't edit a submitted claim	You need the Update Submitted Claims permission. Ask your practice manager to grant it.
"Days in Status" is very high (30+ days)	The claim may be stalled with the insurer, or they may have sent a request for information outside Lupa. Contact the insurer directly to follow up.
Bulk status change is greyed out	You've selected integrated claims (Vetsure or VetEnvoy), which can't be bulk-updated. Bulk status changes only work for "Other" claims.
Claim disappeared from the list	The claim may have been nullified — nullified claims are hidden by default. Remove the status filter to see all claims including cancelled ones.
Vetsure connection isn't working	Check that the Insurance Network Group Name is configured in Settings → Vetsure. Contact your Lupa account manager if it's missing.

Frequently Asked Questions

Can a single claim link to multiple invoices?

Yes. A claim can include items from multiple invoices, as long as they all relate to the same condition. This is useful when treatment spans several appointments.

What's the difference between a claim and a pre-auth?

A claim requests reimbursement for treatment already provided — it links to completed invoices. A pre-authorisation requests coverage confirmation before treatment — it links to estimates. Both use the same creation wizard and tracking workflow.

Can I submit claims to insurers not connected to Vetsure or VetEnvoy?

Yes — use the "Other" facilitator. You create the claim in Lupa for record-keeping and tracking, then submit to the insurer through their own channel (post, email, or portal). Update the status manually as the claim progresses.

Does the "Days in Status" counter reset?

Yes — it resets to zero every time the claim status changes. This helps you identify how long a claim has been sitting at its current stage.

What happens to historical claims from our old PMS?

If possible we will try to migrated historical claims from other PMS systems when migrating to Lupa. However the link to Vetenvoy that may exist for that claim in the legacy PMS system will not migrating and typically in progress or outstanding claims from the old system should be tracked to completion in the old system.

Can I see all claims across all my branches?

Yes — if you have company-level access, navigate to the Insurance module at the company level to see claims across all locations. At the store level, you see claims for your current location only. When creating or editing a claim, you can also assign staff members from any company within your access scope — not just the location you're currently working in.

Insurance module overview