VetEnvoy is the UK industry data-exchange platform that brokers messages between practice management systems and a long list of partners, including insurers, microchip databases, and lab providers. With the integration enabled, a single connection from Lupa to VetEnvoy lets you submit insurance claims to dozens of insurers, register microchips with Petlog, and pull lab reports from VetEnvoy-connected labs, all on the same authenticated channel.
Availability. The VetEnvoy integration is enabled per branch and requires a VetEnvoy account. If you don't see VetEnvoy options on insurance claims or the Register Chip button on a pet, ask your Lupa account manager to onboard your branch.
What you can do once VetEnvoy is connected
Submit insurance claims to multiple insurers. Lupa pre-fills the policy, pet, condition, and clinician details, builds the VetXML claim, and sends it through VetEnvoy to the chosen insurer.
Upload supporting attachments (invoices, photos, lab reports) against a claim, up to 10 MB per file.
Track claim status automatically. Lupa polls VetEnvoy in the background and updates each claim's stage as the insurer progresses it.
Register microchips with Petlog. Submit the registration straight from the pet's record, then receive the registration outcome (Accepted, Rejected, etc.) back into Lupa.
Receive lab reports from VetEnvoy-connected labs into the pet's diagnostics.
The big picture: where VetEnvoy fits in
Lupa speaks to insurers and Petlog through VetEnvoy rather than connecting to each one directly. That means:
One set of credentials covers all VetEnvoy partners, so you don't manage a username/password per insurer.
New insurers added to VetEnvoy show up automatically when you next pick a provider on a claim.
A centralised inbox on the VetEnvoy side keeps message receipts, retries, and audit logs for compliance. Two integrations in Lupa do not go through VetEnvoy: talks directly to Vetsure's Nordic Insurance system, and talks to IDEXX VetConnect+. Pick the right provider when you create a claim or order. Lupa will pre-select it from the pet's policy when one is on file.
Before you start
You need three pieces of information from VetEnvoy:
Field | What it is |
VetEnvoy User ID | Your practice's VetEnvoy account identifier. |
VetEnvoy Password | The password issued for the User ID. |
VetEnvoy Vendor Password | A separate password issued by VetEnvoy that authenticates Lupa as a vendor. Different from your User Password. |
These are configured by the Lupa team using values you supply. Once they are saved, VetEnvoy is automatically enabled for the branch.
Submit an insurance claim through VetEnvoy
Open the invoice the claim relates to and click Create Insurance Claim.
In the Insurance Claim dialog:
Pet, Responsible Clinician, and Claim Name populate from the invoice.
Under Insurance Provider, pick the insurer the policy is with. The list shows every VetEnvoy partner that operates in the branch's country.
Click Create. Lupa generates a VetEnvoy conversation ID and opens the 5-step claim editor.
Complete each step:
Policy Details — policy number, policyholder, address, contact details.
Pet Details — species, breed, DOB, sex, microchip, last vaccination.
Condition — diagnosis, treatment dates, total inclusive of VAT, and whether this is a continuation of an existing condition. If a product on the invoice has a linked dispensing fee, Lupa combines them into a single line when it builds the claim — the insurer sees one combined amount rather than two separate lines. The invoice inside Lupa still shows both items.
Clinician Details — clinician name, role, VetEnvoy Practice ID, handling employee. The Practice ID is the practice identifier on the insurer's VetEnvoy file — usually your existing customer reference with that insurer.
Attachments — invoice export, treatment records, lab reports. Each file must be under 10 MB.
When all steps are green, click Submit Claim. Lupa builds the VetXML claim and posts it to VetEnvoy with the insurer's recipient ID attached as a header. The status moves to Initiated as soon as VetEnvoy accepts the message; further updates flow in via polling.
Practice ID per insurer. The VetEnvoy Practice ID is held against the claim, not the practice, as different insurers use different identifiers. Lupa remembers the last value you used per insurer so you only have to look it up the first time.
Track a claim's status
VetEnvoy tells Lupa the claim's stage code on each poll, and Lupa maps that to a friendly status:
Status | What VetEnvoy is telling us |
Draft | Claim created locally, not yet sent. |
Initiated | Submission accepted by VetEnvoy and routed to the insurer. |
Invalid | VetEnvoy or the insurer rejected the data. Check the error reason on the claim and resubmit. |
Ready for Processing | The insurer has the claim and any required signatures. |
Processing | The insurer is actively assessing the claim. The form locks at this point. |
Settled | The insurer paid out. Settlement amount is shown against the invoice for reconciliation. |
Declined | The insurer declined the claim. |
Nullified | The claim was withdrawn (either by you, by VetEnvoy, or by the insurer). |
You can attach extra documents while a claim is in Initiated, Ready for Processing, or Processing. Attachments uploaded outside those windows show as Not uploaded with a tooltip explaining the rule.
Nullify a claim
If a claim was sent in error, open it and click Nullify Claim. Lupa instructs VetEnvoy to nullify the conversation. Once VetEnvoy acknowledges, the claim status changes to Nullified and the form locks.
Register a microchip with Petlog
The same VetEnvoy connection handles microchip registrations.
Open the pet record. Make sure the microchip number is filled in and saved.
Click Register Chip.
In the VetEnvoy Microchip Registration pop-up, fill in the details across three sections:
Microchip Details — Microchip Number and Implantation Date (required), plus the optional Implant Location, Implanting Vet, and PIN Number.
Owner Details — pulled from the client record; review and correct if needed.
Animal Details — pulled from the pet record.
Click Submit Registration.
Lupa builds the registration XML, posts it to VetEnvoy, and shows the Registration Status. You'll see it transition through Initiated → Submitted → Awaiting Collection → Available for Download → Accepted (or, if Petlog rejects it, Rejected with one of the standard rejection reasons).
Save the pet first. The pop-up reminds you to save the pet before submitting; the chip number and owner details have to be on the saved record before Lupa can build the registration message.
Fix and resubmit a rejected registration
If Petlog rejects the registration, the button on the pet record changes to Fix & Resubmit Chip. Click it to open the Resubmit Microchip Registration pop-up, which shows the Rejection Reason at the top and lets you correct any of the fields. Once you have made your changes, click Resubmit Registration. Lupa updates the existing registration record and sends a fresh submission to VetEnvoy — you do not need to create a new registration.
The same resubmit flow is available for registrations that are still in Draft or Initiated if you need to correct details before Petlog processes them.
Receive lab reports through VetEnvoy
For VetEnvoy-connected labs, lab orders and results travel on the same connection. The order placement flow runs through Lupa's diagnostics screens (see ) and the results land back on the patient record automatically. From a user's perspective there is nothing extra to do. Once the integration is configured, the lab simply appears as a provider option when you place an order.
Troubleshooting
Issue | Likely cause | Fix |
Submitting a claim returns an authentication error | VetEnvoy User ID, Password, or Vendor Password is invalid or has rotated | Contact VetEnvoy to confirm the credentials, then ask Lupa support to update them in the integration settings. |
The insurer dropdown is empty for your country | VetEnvoy hasn't set up insurers for that country, or your VetEnvoy account isn't authorised for them | Check with VetEnvoy that your account can route claims for the insurer you need. |
Claim stays in Initiated for hours | Insurer is slow to acknowledge, or VetEnvoy is queueing it | Wait — Lupa polls regularly. If it persists for more than a working day, check the insurer's portal directly. |
Microchip rejection: "Sender not recognised" | VetEnvoy account isn't configured at Petlog as an authorised submitter for your practice | Contact VetEnvoy / Petlog to authorise the connection, then click Fix & Resubmit Chip on the pet record to resubmit. |
Microchip rejection: "Duplicate registration" | The chip is already registered (often from the breeder) | If the existing registration is to the new owner, no further action needed. If it isn't, the new owner needs to transfer ownership directly with Petlog. |
Attachment upload says "You cannot upload attachments at this stage" | Claim is in a stage where VetEnvoy doesn't accept attachments (Draft, Settled, Declined, Nullified) | Wait for the claim to move into Initiated/Ready for Processing/Processing, or contact the insurer directly if the claim is closed. |
Claim rejected by insurer because a dispensing fee appeared as a separate line | The claim was submitted before Lupa automatically combined dispensing fees with their parent product | Nullify the rejected claim, then create and submit a new one. Lupa now folds any linked dispensing fee into its parent product line automatically before sending to the insurer. |
FAQs
Which insurers are supported via VetEnvoy? {toggle="true"}
The list comes from VetEnvoy and depends on the country your branch is in. When you create a claim, the **Insurance Provider** dropdown shows the insurers VetEnvoy has currently active for your country. Anything in that dropdown is supported; anything not listed needs to be claimed for manually outside Lupa.
Why is Vetsure not in the VetEnvoy provider list? {toggle="true"}
Vetsure has a direct integration with Lupa via the Nordic Insurance API, so it doesn't go through VetEnvoy. Pick **Vetsure** as the provider when you create a Vetsure claim — see .
Does Lupa store any insurer payment details? {toggle="true"}
No. VetEnvoy and the insurer handle the payment side. Lupa stores the claim record, attachments, and the **Settlement Amount** that the insurer reports back, which is reflected against the invoice for reconciliation.
Do I need to acknowledge anything in VetEnvoy myself? {toggle="true"}
No. Lupa automatically acknowledges each conversation update on the next poll, so VetEnvoy doesn't keep replaying the same status to you. If you ever see the same update arriving repeatedly, contact Lupa support. That suggests the acknowledge step is failing.
Can the same VetEnvoy account power multiple branches? {toggle="true"}
Yes. VetEnvoy credentials are stored per branch, but you can register the same set of credentials on multiple branches if your practice operates a shared VetEnvoy account. The polling and audit log on the VetEnvoy side stays unified.
Can I see the raw XML that was sent or received? {toggle="true"}
The raw payloads are stored against the claim record for audit. They're not surfaced in the day-to-day UI, but Lupa support can pull them on request if VetEnvoy ever queries an exchange.