Rawesome Vets · Internal Staff Protocol

Alternative Payments

Nursing Team
Billing Reception

Version 1.0 · May 2026 · For internal staff use

Standard payment is upfront EFTPOS or cash at the time of service. This SOP covers the alternative payment options when the client cannot pay in full upfront — including insurance gap-only, VetPay, Zip Pay, and phone EFTPOS.

Competency-based handover — every team member

Insurance gap-only and VetPay invoices have many moving parts and are easy to get wrong. The first 5 invoices of each type must be done with Elise present, not solo. Once you have completed 5 successful invoices and Elise has signed them off, you can do them on your own.

Track your sign-offs on the competency log at the desk. No solo gap-only or VetPay until you have 5 sign-offs for that payment type.

Quick Reference

MethodWhen usedClient pays todayAdmin fee
Standard EFTPOS / cash Default — full payment at time of service Full invoice None
Insurance gap-only Client has eligible pet insurance, we claim direct on their behalf Their gap (excess + co-pay) only None on top — but check insurer rules
VetPay Client cannot pay full amount today, wants to spread cost Initial deposit set by VetPay Yes — added to invoice (variable, advised at admission)
Zip Pay Client wants buy-now-pay-later through Zip's own system Pays us in full via Zip — they sort their repayments with Zip No clinic-side fee, but advise Zip's terms apply
Phone EFTPOS Client paying from a distance — house call, after-hours arrangements, Patch & Purr deposits Full or agreed amount None

1. Insurance — Gap-Only

Some pet insurers allow direct claiming so the client only pays their gap (excess + co-pay) at discharge. This must be set up at admission — it cannot be retroactively applied at discharge.

At admission

  1. Confirm the client has eligible pet insurance — ask which insurer and which policy
  2. Confirm the insurer offers gap-only direct claiming — not all do
  3. Get the client's insurance policy number and confirm contact details on file
  4. Note the gap-only arrangement on the consent form and patient file
  5. Tell the client: "Your insurer will be invoiced directly for the covered portion. You'll only need to pay the gap (excess + co-pay) at discharge. We'll confirm the exact gap with you before pickup."

Day of procedure

  1. Process the claim through the insurer's vet portal (varies by insurer — check the insurer's process)
  2. Confirm what is covered and what is not before discharge
  3. Calculate the client gap — excess + co-pay + any non-covered items
  4. Walk the client through the gap calculation at discharge — show them what insurance is covering and what they're paying for
  5. Take the gap payment via standard EFTPOS at discharge
Not all insurers do gap-only. If unsure, call the insurer with the client present at admission and confirm before promising the arrangement. Some clients believe their insurer offers it when they don't.

Gap-only — common errors

ErrorConsequence
Set up at discharge, not admissionMost insurers won't backdate — clinic ends up chasing the claim
Wrong policy number enteredClaim rejected, clinic chases payment
Non-covered items not flagged to clientSurprise gap amount at discharge — disputes
Pre-existing condition not checkedClaim rejected — clinic carries the cost

2. VetPay

VetPay lets clients pay over time. They apply, get approved on the spot, and we receive payment from VetPay. The client repays VetPay according to their plan. We add VetPay's admin fee to the invoice.

Setting up VetPay at admission

  1. Confirm the client wants to use VetPay — they have to agree before we proceed
  2. Generate the admission estimate in OpenVPMS
  3. The client applies via VetPay (in-clinic on iPad / phone, or in advance) — they need ID and payment details
  4. VetPay returns an approval and a deposit amount the client pays today
  5. Add the VetPay admin fee to the invoice (current rate noted at the front desk — confirm with practice manager if unsure)
  6. Take the deposit at admission via standard EFTPOS

At discharge

  1. Confirm the final invoice amount with the vet
  2. Process the remaining VetPay payment — VetPay pays the clinic, client repays VetPay over their plan
  3. Confirm the patient file shows the invoice as paid in full
  4. Hand over the patient as normal
The VetPay admin fee MUST be added to the invoice — this is not optional and not absorbed by the clinic. If you forget, the clinic loses that money.

3. Zip Pay

Zip Pay is a separate buy-now-pay-later service the client signs up for directly. Zip pays us in full at the time of service; the client repays Zip on their own terms.

  1. Client must already have a Zip account (or sign up with Zip — this is between them and Zip, not us)
  2. Process the payment through Zip's portal — they pay us the full invoice amount
  3. Note on the file: "[Date] — Paid via Zip"
  4. From our side, the invoice is paid in full — no clinic-side admin fee

4. Phone EFTPOS

Phone EFTPOS is used when the client cannot be at the clinic to tap or insert a card — house calls, deposits over the phone, after-hours arrangements.

  1. Open the EFTPOS terminal's phone payment function (Mail Order / Telephone Order — MOTO)
  2. Get the client's card details over the phone: card number, expiry, CVV, name on card, billing postcode
  3. Enter the amount
  4. Process the payment — confirm approved before ending the call
  5. Email or text the client a copy of the receipt
  6. Note on the file: "[Date] — Phone EFTPOS payment $[amount] for [purpose]"
Never write down a client's full card number, expiry, or CVV anywhere — paper, OpenVPMS notes, email, anywhere. Enter directly into the EFTPOS terminal during the call only. PCI compliance.

When to Offer Each Option

Client situationSuggest
Has eligible pet insuranceInsurance gap-only (set up at admission)
Cannot pay full amount todayVetPay or Zip — explain admin fee for VetPay
Wants flexible repayment, no credit check pressureZip Pay (their terms apply)
House call or off-site, paying remotelyPhone EFTPOS
Pre-paying for future cremation, deposit, or boardingStandard EFTPOS or phone EFTPOS
Hard rule — no patient released without confirmed payment

It does not matter which payment method the client uses — the patient is not released until the invoice is paid (in full or via a confirmed gap-only / VetPay arrangement that has been processed). See Discharge Protocol for what to do if a client cannot pay at discharge.

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