The Vetsure integration lets your practice submit insurance claims and pre-authorisations directly to Vetsure from inside Lupa, and import Vetsure-administered health plans so your team can subscribe pets without retyping benefits, exclusions, or pricing. Behind the scenes Lupa talks to Vetsure's underlying Nordic Insurance system, so policies, situations, and claim phases sync to the same record Vetsure's call centre sees on the phone with you.
Availability. Vetsure is enabled per branch and is currently used by clinics in the UK Vetsure network. If you do not see the Vetsure tab under Settings → Integrations, ask your account manager to switch the feature on for your store.
What you can do once Vetsure is connected
Submit insurance claims straight from an invoice or appointment. The policyholder receives an e-signature link by email, or a printed copy by post if no email is on file.
Submit pre-authorisations with the same form before treatment, so you can confirm cover before going ahead.
Look up Vetsure policies by policy number, customer name, pet name, or email, with no need to phone Vetsure.
Import Vetsure health plans at company or branch level, then subscribe pets directly in Lupa.
Track claim status (draft, submitted, processing, settled, declined, invalid, nullified) without leaving the patient record.
Before you start
You need three pieces of information from Vetsure before claims and health-plan imports will work end-to-end.
What | Where it goes in Lupa | Used for |
Insurance Network Group Name | Settings → Integrations → Vetsure | Required for claim and pre-auth submission. The Submit button stays disabled without it. |
Insurance Practice ID | Settings → Integrations → Vetsure | Routes claims to the correct practice inside the Vetsure network. |
Health Plan Group ID • Health Plan Practice ID | Settings → Integrations → Vetsure | Authenticates the practice when importing Vetsure-administered health plans. |
Don't have these to hand? Call Vetsure on 0800 050 2022 before you start. Without them you can save a draft claim, but you won't be able to submit it.
Set up the integration
Open Settings.
In the left sidebar, scroll to Integrations and click Vetsure.
Enter the values supplied by Vetsure:
Insurance Network Group Name
Insurance Practice ID
Health Plan Group ID
Health Plan Practice ID
Click Save. A green confirmation toast ("Vetsure settings saved successfully") confirms the values are stored. Settings are scoped to the current branch. If you operate from multiple branches, each one needs its own values, even when they share a Vetsure agreement.
Permissions. You need the Integration Settings permission to see and edit this tab. If the tab is missing, ask a practice manager to grant it under Settings → Team & Roles.
Submit a Vetsure insurance claim
Open the invoice the claim relates to (or the appointment from which it was generated).
Click Create Insurance Claim.
In the Insurance Claim dialog, fill in:
Claim Name — Lupa pre-fills
<Pet> – <Client> – <Invoice>. Edit if you prefer something else.Pet — pre-selected if you started from a pet's invoice.
Responsible Clinician — defaults to the appointment vet.
Insurance Provider — choose Vetsure.
Lupa will try to auto-attach the pet's existing Vetsure policy. If none is found, click the policy-search link, then in Search for a Vetsure Policy:
Enter at least two of: Policy Number, Customer Name, Pet Name, Email.
Click Search.
Click View Details to inspect the policy, or Select to attach it to the claim.
Click Create to open the claim editor.
Always attach the policy via the search rather than pasting a policy number directly into the field. The search is what tells Lupa the situation ID (the specific policy period that covers the treatment date). Without it, Vetsure will reject the claim at submission.
Complete the claim form (5 steps)
The editor mirrors the wizard order in the left sidebar. Each step shows a green tick when it is complete; a red icon when something is missing.
Step | What you fill in | Notes |
1. Policy Details | Policy number, holder name, address, contact details, "Pay vet" preference | Auto-filled from the policy search. Verify it matches the client on the invoice. |
2. Pet Details | Species, breed, DOB, sex, microchip, last vaccination | Last vaccination is auto-pulled from the medical record. Tick Pet is deceased if applicable. |
3. Condition | Diagnosis, treatment date range, started date, Venom code, condition continuation flag, total inclusive of VAT | The Venom code field is a typeahead that searches Vetsure's standardised condition list. Treatment dates must fall inside the policy period. |
4. Clinician Details | Clinician name, role, practice details, "Certified by clinician" tick, handling employee contact | Vetsure uses the handling employee's details if they need to call the practice back. |
5. Attachments | Invoices, treatment notes, lab reports | Lupa auto-generates a PDF of the claim itself, but Vetsure also requires at least one supporting document (an invoice copy is enough) before Submit is enabled. |
You can move between steps freely. Going forward saves and validates; going back saves without validation, so partial work is preserved.
Submit
When all five steps are complete and the policy is Live (or Cancelled but still within its in-date period), the Submit Claim button activates.
If the policyholder has a usable email on file (anything other than blank or
[email protected]), Vetsure emails them an e-signature link with a copy of the claim.If there is no usable email, Vetsure prints and posts the claim for the policyholder to sign and return. A confirmation dialog summarises the next steps for the route taken — including Vetsure's customer line 0800 050 2022 for amendments.
Submission is a one-way trip. You can re-submit edits if the claim is still in Submitted, Initiated, or Ready for Processing, provided you have the Update Submitted Claims permission. Once Vetsure moves the claim into **Processing, Settled, Declined, or Nullified, **the form locks. To amend or withdraw, contact Vetsure directly.
Submit a pre-authorisation
Pre-auth uses the same dialog as a regular claim, but starts from Create Pre-Auth instead of Create Insurance Claim. The labels swap to "Pre-Auth" wording, an extra Preferred Contact Method field appears on Step 1, and the confirmation dialog reminds you that a pre-auth is an indicative decision, not a guarantee of payment. Vetsure prioritises pre-auth assessments and will phone the practice with the outcome. Use this flow when the client wants to know whether a procedure will be covered before you book it.
Import Vetsure health plans
Vetsure-administered health plans can be imported into Lupa so pets can be subscribed without re-keying benefits.
Go to Settings → Billing → Health Plans.
Click Search Vetsure Health Plans.
Enter your Practice Group ID (e.g.
PG-59723698) and click Search Group.Lupa shows the practice group, the practices inside it, and the health plans available.
Pick the target practice and click Import All Plans. Imported plans appear in the health-plan picker on a pet's record. To subscribe a pet, open the pet's profile, go to Health Plans → Add Subscription, and pick the imported plan. If the client already has an active Vetsure subscription, use Search Vetsure Subscription (by email, postcode, last name, or pet name) to auto-fill the existing subscription rather than starting from scratch.
To pull updated benefits or pricing from Vetsure later, click Refresh Vetsure Plans on the same page.
View allowance usage and payments for a Vetsure subscription
Even though Vetsure subscriptions are managed externally, you can view how much of a subscriber's allowance has been used and review their payment history directly in Lupa.
If the subscription has any recorded redemptions, open the subscription row, click Actions, and choose the option to view utilisation history.
If the subscription has any recorded payments, the same Actions menu lets you view the payment history.
Management actions — such as pausing, resuming, or changing the plan — are not available from this menu for Vetsure subscriptions. Those changes must still be made directly in Vetsure.
Sync a Vetsure subscription status
If a subscriber's status in Lupa looks out of date — for example it still shows as active after Vetsure has paused or cancelled it — you can pull the latest status directly from Vetsure without waiting for the overnight refresh.
Find the subscription on the pet or client record.
Click Sync from Vetsure on the subscription row.
A confirmation pop-up appears: Sync this subscription from Vetsure? — read the note about billing and plan access, then click Sync now.
Lupa fetches the current status from Vetsure and, if it has changed, updates the subscription immediately. You'll see one of two confirmations:
"Synced: subscription status updated from Vetsure" — the status was out of date and has now been corrected.
"Already up to date with Vetsure" — no change was needed.
Active and paused subscriptions only. The Sync from Vetsure button appears only on subscriptions that are currently active or paused. Cancelled subscriptions are already in a terminal state and this action will never reactivate them — the button does not appear on cancelled rows.
Permissions. You need the Update Health Plans permission to use this button.
Cancel a Vetsure subscription in Lupa
If you need to end a Vetsure health-plan subscription on the Lupa side, open the subscription row on the pet or client record, click the Menu button, and choose Cancel Now.
Before the cancellation completes, Lupa shows a warning: Disconnect Vetsure subscription — "You are disconnecting an external Vetsure subscription on Lupa, but you must also disconnect it from Vetsure directly." Confirm to continue, then pick a cancellation reason in the dialog that follows.
Important. Lupa marks the subscription as cancelled in your records only. It does not send the cancellation to Vetsure. You must also cancel or disconnect the subscription from within Vetsure's own system to stop any further billing.
Claim status reference
Status | Meaning |
Draft | Created in Lupa, not yet submitted to Vetsure. |
Initiated | All required fields completed, ready to submit. |
Submitted | Sent to Vetsure; awaiting policyholder signature or assessor pickup. |
Ready for Processing | Signed and accepted into the Vetsure assessor queue. |
Processing | Being assessed by Vetsure. The form locks at this point. |
Settled | Vetsure has paid out. The settlement amount is shown on the claim and reflected against the invoice. |
Declined | Vetsure declined the claim. Reason will be in the Vetsure correspondence to the policyholder. |
Invalid | Vetsure rejected for data issues. Fix the highlighted fields and re-submit. |
Nullified | Withdrawn or cancelled. |
Troubleshooting
Issue | Likely cause | Fix |
Submit stays disabled even when all five steps are green | Insurance Network Group Name missing in settings | Settings → Integrations → Vetsure → fill in Insurance Network Group Name and save. |
"Cannot submit claim: policy is not attributed to a Vetsure group" | Policy was found but is not in your Vetsure network | Call Vetsure on 0800 050 2022 to confirm whether the policy belongs to your group. |
"It does not appear that cover was in place at the time of treatment" | Treatment dates fall outside the policy's active period | Re-check the policy start/end dates on Step 1. If you believe cover was in place, contact Vetsure directly, as they may need to extend or relink the situation. |
Pet not found on a multi-pet policy | Pet name on the Lupa record doesn't match Vetsure's record | Update the pet's name in Lupa to match the Vetsure record (the match is case-insensitive but punctuation- and spelling-sensitive), then resubmit. |
Policy search returns nothing | Fewer than two search fields filled, or details don't match Vetsure | Try alternative combinations, such as policy number alone or customer last name combined with email. |
"VetSure requires that you upload an attachment" | No supporting documents on Step 5 | Add at least one file in Step 5 — Attachments (an invoice export is enough). |
Health plan import shows zero plans | Practice Group ID typo, or the group has no published plans yet | Re-check the Practice Group ID with Vetsure. |
FAQs
Does the integration apply to my whole organization, or per branch?
Vetsure insurance settings are stored per branch, so each one needs its own Insurance Network Group Name and Practice ID even if branches share a single Vetsure agreement. Health plans can additionally be configured at company level. If your group runs centrally administered plans, the import only needs to happen once.
What if the policyholder has no email address?
Lupa detects a missing or generic email (anything blank or [email protected]) and routes the claim through Vetsure's postal flow automatically. Vetsure prints and posts a copy for the policyholder to sign and return. There is nothing extra to do in Lupa.
Why does the claim need to fetch policy details twice?
When you create the claim, Lupa pulls the policy snapshot from Vetsure so you can complete the form. When you click Submit, Lupa fetches it again to check the policy is still Live (or Cancelled but in date) on the treatment date. If cover lapsed in the meantime, the claim is blocked here rather than rejected by Vetsure later.
Can I edit a claim after submission?
Yes. While the claim is in Submitted, Initiated, or Ready for Processing, a user with the Update Submitted Claims permission can re-submit edits. The Submit button changes to Resubmit. Once Vetsure moves the claim into Processing, Settled, Declined, or Nullified, the form locks; further changes have to go through Vetsure on 0800 050 2022.
What is a Venom code and where do I get one?
Venom codes are Vetsure's standardised list of conditions and clinical signs. The Venom code field on Step 3 is a typeahead. Start typing a symptom or diagnosis (for example "vomiting" or "fracture") and Lupa will look up matching codes from Vetsure. Pick the most specific match.
Can I cancel a Vetsure health-plan subscription from Lupa?
Yes. Open the subscription on the pet or client record, click Menu, and choose Cancel Now. Lupa will ask you to confirm and pick a reason. However, Lupa only updates its own records — it does not send the cancellation to Vetsure. You must also cancel the subscription directly in Vetsure to stop any further billing or renewal. Pausing, resuming, or changing a Vetsure subscription must still be done through Vetsure. To view how much of a subscriber's allowance has been used, or to check their payment history, use the Actions menu on the subscription row — see View allowance usage and payments for a Vetsure subscription above.
If you need to refresh a single subscriber's status without cancelling — for example after Vetsure has paused a plan — use the Sync from Vetsure button on the subscription row instead. See Sync a Vetsure subscription status above.
Does Lupa store any payment details from Vetsure?
No. Vetsure handles all payment processing. Lupa stores the claim record (status, attachments, settlement amount, situation IDs) for your records. When a claim moves to Settled, the settlement amount Vetsure paid is reflected against the invoice for reconciliation.
What's the difference between this and the VetEnvoy integration?
Both are insurance integrations, but they connect to different systems. The Vetsure integration goes directly to Vetsure's Nordic Insurance backend. VetEnvoy is a multi-insurer hub that covers other insurers (e.g. Petplan, Bought By Many). See for that flow. Choose the right provider when creating the claim, and Lupa will pre-select it from the pet's policy when one is on file.