{"id":2993,"date":"2018-06-01T00:00:59","date_gmt":"2018-06-01T07:00:59","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=2993"},"modified":"2022-03-09T20:03:51","modified_gmt":"2022-03-09T20:03:51","slug":"place-a-premium-on-pet-insurance","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/place-a-premium-on-pet-insurance\/","title":{"rendered":"Place a premium on pet insurance"},"content":{"rendered":"

Pet health insurance is a contract between the provider and the veterinary client, so why should a hospital owner make pet insurance a priority topic in the clinic? Simply put, when clients are insured, everyone wins. An insured client is often more willing to say \u201cyes\u201d to a treatment recommendation. Patients get needed care, and more treatment authorizations mean the practice\u2019s bottom line benefits, too.<\/p>\n

\u201cThe client having pet insurance only enhances us as a facility in the ability to care for the pet,\u201d said Jo Osborne, executive director of Mohnacky Animal Hospitals of Escondido in Escondido, California. \u201cPeople who have pet insurance say, \u2018Don\u2019t talk to me about money, I\u2019ve got pet insurance.\u2019\u201d<\/p>\n

Increasing the number of insured clients in a practice is in the best interests of patients, clients and the business. If you haven\u2019t thought much about how pet insurance can benefit your practice, you\u2019re not alone. But getting up to speed on pet insurance and how it can help patients and clients is worthwhile for any practice.<\/p>\n

\u201cPet insurance<\/a> helps take the stress off the staff of having those difficult conversations about finances and also has a direct correlation with increased revenue,\u201d said Jackie Stalbaum, office manager at Vale Park Animal Hospital in Valparaiso, Indiana. \u201cFor example, if Fluffy is limping, clients with pet insurance are more likely to opt for X-rays that day versus waiting to see what happens. Insurance holders are also more likely to do more advanced treatments that would normally not be an option due to cost, such as chemotherapy, ACL rupture surgery and acupuncture.\u201d<\/p>\n

Stalbaum sees fixed-income clients who couldn\u2019t pay for emergency surgery or advanced diagnostics if not for pet insurance.<\/p>\n

\u201cThe increased diagnostics we are able to do when owners have insurance means the patients are getting diagnosed more quickly and accurately, and getting back to normal sooner,\u201d she said. \u201cThis in turn makes clients happy, because everyone wants to see their pets healthy.\u201d<\/p>\n

Room for Growth<\/h3>\n

Despite the many benefits of insurance, few pet owners have it. The North American Pet Health Insurance Association reported in April that the number of insured pets in the United States and Canada surpassed 2 million for the first time. Given an estimated 185 million cats and dogs living in the United States, just 1 to 2 percent or pets are insured.<\/p>\n

Explaining pet insurance to clients has its challenges.<\/p>\n

\u201cThere\u2019s confusion for pet owners that pet insurance<\/a> works like insurance for humans in that it pays or that they have a small deductible to pay,\u201d said Tracy Economidis, LVT, the hospital administrator at Animal Medical Center in Virginia Beach, Virginia. \u201cClarifying that you have to pay your bill and submit your claim and then get reimbursed turns some people off.\u201d<\/p>\n

But times are changing as insurers streamline the process. Some providers offer mobile apps for uploading invoices. One of the newest developments is direct payment \u2014 clients pay the clinic only what they owe and the insurer quickly reimburses the hospital for the balance.<\/p>\n

How to Promote Insurance<\/h3>\n

Pet owners often turn to the veterinary staff when they are unsure about whether to purchase pet insurance, and if so, from which company. If the answers the clients receive are unclear, many will abandon the idea.<\/p>\n

\u201cMake sure the staff has a good base knowledge of the main companies that are out there and the highlights of them so you can have an informed response to the clients,\u201d Economidis said.<\/p>\n

What might help is to appoint one or more staff members as \u201cinsurance experts\u201d who can be trained to answer technical questions.<\/p>\n

\u201cWhen talking to clients about insurance, it\u2019s important to choose your words wisely,\u201d said Sequoya Serrano, office manager at Ark Animal Hospital in Chalfont, Pennsylvania. \u201cThe client is looking for the most affordable way to give the pet the best care. We never use words like \u2018free\u2019 or \u2018completely covered.\u2019 It is not up to us to make those assumptions. Once clients start talking to us about price, we refer them directly to the insurance company.\u201d<\/p>\n

Do Your Homework<\/h3>\n

Some clinics prefer to research and select one or two providers and recommend only them. Others just want a client to get insurance, no matter the company.<\/p>\n

\u201cUltimately, the client is going to choose who they want, but it\u2019s important that your hospital has basic knowledge of at least two companies,\u201d Serrano said. \u201cThe client is going to ask for help, and they will not trust you if you do not know what you are talking about. I suggest one that has a wellness plan and another one that covers accident and illness.\u201d<\/p>\n

Staff members need to remember that not all insurance plans are the same. Some policies might exclude hereditary diseases in purebreds, for example, while others might reject claims involving cancer or hip dysplasia.<\/p>\n

\u201cWe tell our clients that there are many companies out there, and they need to look at the one that will fit best for their needs, and we can provide the resources of checking them out,\u201d Economidis said. \u201cI think putting the decision in the client\u2019s hands is easier on the staff.\u201d<\/p>\n

Getting Up to Speed<\/h3>\n

All insurance companies work to educate veterinary professionals about the value of coverage. Many will send a representative to train clinic staff about pet insurance and their plans. Some will spend time at the clinic speaking to your clients. What might be worthwhile is to invite a rep from two or more companies to speak to the staff so everyone is well-informed about the options.<\/p>\n

\u201cMany of our clients still do not know that pet insurance exists,\u201d Stalbaum said. \u201cWe had one rep come to the hospital and talk to our clients about the benefits of pet insurance. She even came to our puppy class and spoke about how important it was to insure early to eliminate the concerns of pre-existing conditions.\u201d<\/p>\n

Her hospital took other steps, such as printing the rep\u2019s name and telephone number at the bottom of every receipt, incorporating pet insurance articles in the monthly newsletter, and inviting the rep to the hospital\u2019s booth at a local pet expo.<\/p>\n

\u201cI am developing a section in our employee manual that will help teach new hires to educate clients on insurance right from the start, getting them comfortable with scripts and preparing them for potential questions that clients may ask,\u201d Stalbaum said. \u201cI am also working on a contest for the team to reward the members who are promoting insurance.\u201d<\/p>\n

Mohnacky Animal Hospitals of Escondido has made a concerted effort to communicate the availability of pet insurance to clients. \u201cIt\u2019s an everyday, every room, every client talk,\u201d Osborne said.<\/p>\n

Ark Animal Hospital has implemented a number of strategies to promote pet insurance in the clinic. Anytime a client calls to make an appointment for a new pet, the receptionist asks whether the pet is insured, just to alert the client to the fact that insurance exists and that the hospital thinks it\u2019s important.<\/p>\n

\u201cThe next person to mention insurance to the client will be the nurse,\u201d Serrano said. \u201cThe doctor will mention it as well. We leave literature in the room for clients to read while they wait. Upon checkout, the reception team will ask if they have any questions. By the end of a client\u2019s appointment, they should have heard about insurance at a minimum of three times.\u201d<\/p>\n

When the veterinary team values pet insurance, the client often can be persuaded.<\/p>\n

\u201cIf your team doesn\u2019t believe in it, neither will your client,\u201d Stalbaum said. \u201cThe cost and advancement of medical treatment in the vet field is always on the rise. My mission is to help clients find ways to afford the veterinary care their pet needs \u2026 and pet insurance can help make that possible.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Getting up to speed on pet insurance and how it can help patients and clients is worthwhile for any practice.<\/p>\n","protected":false},"author":42,"featured_media":2994,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":0,"footnotes":""},"categories":[338],"tags":[],"class_list":["post-2993","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-june-july-2018","column-features","clinical_topics-pet-insurance"],"acf":{"hide_sidebar":false,"hide_sidebar_ad":false,"hide_all_ads":false},"yoast_head":"\nPlace a premium on pet insurance | Today's Veterinary Business<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Place a premium on pet 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