Tools of the trade: Gap Only


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pet insurance claims system

by Alex Wallace VN, Mona Vale Veterinary Hospital, NSW

Gap Only is a program that allows us to process an insurance claim on the spot. It reviews and calculates the claim so the client only has to pay the difference between the invoice and the claim benefit.

What’s good about it

Gap Only can be integrated into RxWorks. If a client has a pet insurance policy that’s partnered with Gap Only, we can process it straight away. Clients love it because they don’t have to pay the full amount and then wait weeks for the claim to be processed and the funds put in their bank account.

We list the client’s information, who they’re insured with, their policy number and their start date. The claim is processed on the client’s behalf and it generally takes no more than five minutes. Gap Only covers most of the larger insurance companies—RSPCA, Woolworths, Bupa, Medibank, HCF—and many of the smaller companies. 

I’ve noticed Gap Only also encourages clients to accept treatments. When they are considering thousands of dollars of work, they are more likely to accept if they don’t have to come up with the full amount on the spot. These clients are also willing to accept further treatment and diagnostics to help their pets. 

We‘ve been using Gap Only for a couple of years and it’s been a really smooth process. If there are any questions or difficulties, they will call us so we can still get the claim processed in a timely manner. If we need to ring them, the response is fast and helpful. 

What’s not so good

It works with a number of insurance companies but not all of them. It can be a bit frustrating when dealing with a client whose insurance isn’t partnered with Gap Only.

Where did you get it

Gap Only

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