Before creating an insurance claim, you need to confirm the pet's policy details — coverage level, status, excess, and policyholder information. If you have the integration in place, Lupa lets you search for insurance policies directly through the Vetsure integration, pulling up full policy details in seconds without leaving the system. For non-Vetsure insurers, policy information is stored manually on the pet's profile. Either way, having policy details confirmed before a high-value procedure avoids claim rejections and billing surprises.

💡 In short: Search Vetsure policies during claim creation using at least two fields (policy number, client name, pet name, or email). For other insurers, record policy details manually on the pet's profile.

Where to Find Policy Information

You can access insurance policy information in two places:

Location	What you can do
During claim creation	When you create a Vetsure claim, the Policy Details step includes a built-in search that queries Vetsure's database directly. Select a policy to auto-fill the claim form.
Pet profile	Insurance details are stored on the pet's record — the insurer name, policy number, and any manually entered details. Visible to anyone viewing the pet.

📍 Permission required: You need access to the Insurance module to search policies and create claims. If you can't see Insurance in the Apps menu, ask your Practice Manager to check your role in Settings → Roles & Permissions.

How Policy Data Works in Lupa

Lupa connects to two sources for policy information:

Source	How it works	What you get
Vetsure (integrated)	Real-time lookup against Vetsure's database. Enter search criteria, get live results.	Full policy details: coverage, excess, status, policyholder contact, all insured pets, group/network info
Other insurers (manual)	Policy info is recorded manually on the pet's profile by your team.	Insurer name and policy number only. Not verified against any external system.

Searching Vetsure Policies — Step by Step

Step 1: Navigate to the Pet Record

Navigate to **Pets **then search on the relevant details to hand or use 'Global search' with CTRL + K
Open the Pet record by click on the pets name
Click 'Edit' using the pencil icon at the top of the screen.
Navigate down to the insurance section
Select Vetsure as the facilitator
On the Policy Details step, the policy search form appears automatically

Step 2: Enter Search Criteria

You must fill in at least two of the following fields:

Field	What to enter
Policy Number	The Vetsure policy number (up to 8 digits)
Customer Name	The policyholder's name — may differ from the client name in Lupa (e.g. a partner's name)
Pet Name	The name of the insured pet
Email	The policyholder's email address

Step 3: Review Results

Click Search Policy. Results appear in a table showing:

Policy number
Client name (abbreviated for privacy — first initial and surname)
Pet name and date of birth
Postcode (first four characters) If Lupa finds a name match for the pet (case-insensitive), that result is highlighted first for faster identification.

Step 4: View Full Policy Details

Click View Details on any result to see the complete policy information:

Detail	What it shows
Policy status	Live, Not Yet Live, Cancelled, Lapsed, Pending, or Terminated
Cover level and product	The specific insurance product and tier (e.g. "Lifetime Cover — Gold")
Excess amount	What the client pays before the insurer covers the rest
Coverage limits	Any monetary caps or exclusions on the policy
Inception date	When coverage started
Current policy period	The active renewal window
All insured pets	Every pet covered under this policy — not just the one you searched for
Policyholder contact	Full name, address, phone, and email
Insurance group	The Vetsure insurance network group the policy belongs to

Step 5: Select the Policy

Click Select next to the correct policy. The policy details — holder name, policy number, contact information — automatically fill into the claim form. You can then continue with the rest of the claim creation process.

Managing Insurance details on Pet Profiles

For non-Vetsure insurers (or as a reference for any insurer), insurance details can be stored directly on the pet's profile.

Viewing a Pet's Insurance

Open the pet's profile
Look for the Insurance section
You'll see any recorded policies — insurer name and policy number

Adding or Updating Insurance Details

Open the pet's profile
Click 'Edit' using the pencil icon at the top of the screen.
Enter or update the insurer name and policy number
Save the pet profile
For additional information around coverage, these can be entered into the pets notes. These details are used when creating "Other" (non-integrated) or Vet Envoy claims and as a quick reference for your team during consultations.

Understanding Policy Statuses

When searching Vetsure policies, pay close attention to the status — it determines whether you can submit a claim.

Status	What it means	Can you submit a claim?
Live	Policy is active and in force	Yes
Not Yet Live	Policy has been set up but coverage hasn't started yet	No — wait until the policy becomes live
Cancelled	Policy has been cancelled — but Vetsure sometimes uses this during renewal transitions	Yes — treated the same as Live for claim submission
Lapsed	Policyholder's payments have lapsed	No — ask the client to contact Vetsure to reinstate
Pending	Policy is being processed	No — wait until status changes
Terminated	Policy has ended permanently	No

⚠️ "Cancelled" doesn't always mean what you'd expect. Vetsure sometimes marks policies as Cancelled during renewal transitions. If a policy shows Cancelled but you believe it should be active, contact Vetsure directly to confirm.

Tips

✅ Best practices for managing insurance policies:

Verify coverage before high-value procedures — a quick policy search takes seconds and prevents claim rejections
Try different search combinations if your first attempt returns no results — the policyholder name may differ from the client name in Lupa (e.g. a partner's name)
Record policy details on the pet profile even for Vetsure clients — it serves as a quick reference during consultations
Search by policy number and email if name search doesn't work — some clients register with different name formats
Update manual insurance details when clients renew or change providers — stale information leads to claim delays

Troubleshooting

Problem	Solution
Vetsure search returns no results	The search requires at least two fields. Try different combinations — the client may have a different name on the policy. Search by policy number and email instead of name.
"Policy Not Yet Live" when submitting a claim	The policy has been created but coverage hasn't started. Contact Vetsure on 0800 050 2022 to check when the policy becomes active.
"Policy Lapsed" when submitting	The policyholder's payments have lapsed. Ask the client to contact Vetsure to reinstate their policy before you submit the claim.
"No Vetsure Group" error	The policy isn't assigned to a valid Vetsure insurance network group. Contact Vetsure to have the policy assigned to the correct group.
Policy search is not available	The Vetsure integration may not be enabled for your practice. Ask your Practice Manager to check Settings → Integrations → Vetsure and ensure the Insurance Network Group Name is configured.
Search is slow or times out	Each search queries Vetsure's system in real time. If Vetsure's servers are experiencing issues, try again in a few minutes. This is not a Lupa issue.

Frequently Asked Questions

Can I search for non-Vetsure policies in Lupa?

No. The integrated policy search only works with Vetsure. For other insurers, policy details are recorded manually on the pet's profile. To verify coverage with a non-Vetsure insurer, you'll need to contact them directly or log into their portal.

Why does the search require at least two fields?

This is a requirement from Vetsure's system, not a Lupa limitation. It prevents overly broad searches that could return too many results or match the wrong policy.

Are policy details stored in Lupa after a search?

No. Policy details (coverage amounts, excess, status) are shown from a live lookup and are not permanently cached in Lupa. Each search retrieves current data from Vetsure, ensuring you always see the latest information.

What if a policy has multiple pets listed?

Search results show one entry per pet, even if multiple pets are on the same policy. Click View Details to see all pets covered under that policy.

Can the policyholder name differ from the client name in Lupa?

Yes — and this is common. The insurance policyholder may be a partner, family member, or registered under a different name format. If a name search returns no results, try the policy number or email instead.

How do I set up the Vetsure integration?

Vetsure integration is configured by your Practice Manager in Settings → Integrations → Vetsure. You need the Vetsure API credentials and your Insurance Network Group Name. See for the full setup guide.

Searching and managing pet insurance policies