Driving

If you are travelling on the A3 from London

From the A3 take the exit towards Onslow Village/Guildford Town Centre/Research Park. Take the 3rd exit on the roundabout onto Egerton Road. Take the 3rd exit at the 2nd roundabout and go straight on Gill Avenue, past Surrey Hospital on your right. Enter Surrey Research Park. Take the 2nd exit over the roundabout onto Priestley Road. AURA is on your left in 0.4 miles.

If you are travelling on the,A3 from Portsmouth From the A3 take the exit towards Onslow Village/Guildford Town Centre/Research Park. Take the 2nd exit on the roundabout and go straight on Gill Avenue, past Surrey Hospital on your right. Enter Surrey Research Park. Take the 2nd exit over the roundabout onto Priestley Road. AURA is on your left in 0.4 miles.

If you are travelling on the A246 from Guildford

From Onslow Street enter the roundabout and take 3rd exit towards Farnham Road. Take the 2nd exit at the roundabout onto Guildford Park Road. Continue onto The Chase. At the roundabout, Guildford Cathedral is on your right, take the 1st exit onto Egerton Road. Take the 2nd exit on the roundabout and go straight on Gill Avenue, past Surrey Hospital on your right. Enter Surrey Research Park. Take the 2nd exit over the roundabout onto Priestley Road. AURA is on your left in 0.4 miles.

Train

If you are travelling by train

The nearest station to our hospital is Guildford. From there you can get a taxi to our address.

We do recommend pre-booking a taxi to make sure it is pet friendly. We can recommend the following taxi firms:

Mick‘s Taxi: 07774 138 221 / 07733 320801
City Cabs: 01483 560063 / 01483 888666
Veterinary Assist Group: 07961 952 379 / 07940 360 936

Please note that it is at the taxi driver’s discretion to refuse travel with a pet if you haven’t pre-booked.

Free parking is available on site. There are nearby footpaths in the woods for walking your dogs following a long journey. 

Pet insurance can be very complicated, with lots of variances in claim conditions and claim amounts. It may be helpful to review your documents prior to your appointment to understand what, if any, limitations there may be on your policy.

Depending on your policy, we can consider claiming your treatment costs directly from your insurance company. This can sometimes take several days to organise, so if this is something you would like to consider please make sure you discuss this with our reception team in the days leading up to your appointment. You will also need to call your insurance company to give permission for our finance team to discuss your policy.

To help us process your insurance claim efficiently, please make sure you supply our reception team with your policy details as soon as possible following your appointment. If our finance team need to discuss your policy with the insurance company directly (e.g. for a direct claim) you will need to call your insurance company to give your permission for this to occur. For some insurance providers you may need to request that they email us a link to your claim.

Please bring a signed claim form and your policy details with you when you attend your appointment. There may be a delay in us attending to your claim otherwise.

Indirect claims

For indirect claims, you are required to pay a 50% deposit prior to any diagnostic investigations or treatment. The balance is paid when you collect your pet. You will receive this money back from your insurer once we process your claim and full payment is received from your insurer.

Direct claims

For direct claims to be set up this must be requested prior to your appointment. It may take several days for a direct claim to be approved.

If you are insured and we have agreed to a direct claim, but there are costs that do not get settled by your insurance provider, you remain responsible for settling those costs directly with us; this includes any ‘own excess’ that your insurance provider may deduct from their payment to us.

Note: A direct claim is not possible if your insurance company doesn’t cover the treatment, or if upon receipt of the clinical history we have concerns that your insurance provider will not cover the condition. The final decision on whether the treatment it can be processed as a direct claim lies with AURA Veterinary.

Pre-authorisation

Some insurers will request a pre-authorisation before any diagnostic investigations or treatment can commence. If a pre- authorisation is required, please be aware this can only be obtained after an initial consultation, as the specialist with need to assess your pet to provide an estimate for potential treatment options. Please note that we are not always informed directly by your insurers as to whether the request has been approved and we would therefore request that you contact your insurance provider prior to going ahead with any treatment to ensure your pet is covered. Please note that pre-authorisations can take up to 5 working days to be approved.

Please note that AURA Veterinary cannot guarantee that your insurers will pay out for every condition/treatment and you will remain liable for the whole balance of your account that is not covered by your insurers.

RSA Referral Vet Network – refund of additional excess

For clients who are insured by More Than, Tesco or Argos and are underwritten by RSA Insurance Group; AURA Veterinary will cover the cost of the £200 additional excess, if charged, for sending your pet to us instead of the RSA Referral Vet Network. This is to ensure that you are not penalised unfairly for choosing to have your pet treated here.

Uninsured patients

If you do not have insurance, you are required to pay a 50% deposit of the estimated costs at the time of your initial consultation or prior to treatment. The full balance is due on the collection of your pet.

Following your initial consultation with the specialist, you will be asked to sign a consent form for the treatment of your pet. This will outline the planned diagnostic investigations, surgery or treatments that are being performed. An estimated cost for this is also provided. It is important that you check these statements on the consent form are consistent with our expectations from the consultation or discussions with your veterinary care team.

Whilst every effort is made to provide an accurate estimate of costs, these may change depending on the extra medication or treatment the patient may need. Any significant change in treatment will be discussed prior to commencement, except in the case of emergency life-saving treatment. Our clinicians always work with the patient’s best interest at heart and no two patients are ever the same.

All queries relating to the cost of the patient’s treatment should be discussed with your clinician at the initial consultation and then arrangements can be finalised with reception after your visit. The VAT inclusive estimate of the treatment will be specified on the treatment consent form that you will be asked to sign.

Please remember that when you sign the consent form agreeing to the treatment of your pet, you are also agreeing to pay any outstanding fees or costs that are not settled by your insurance provider. This includes any ‘own excess’ that your insurance provider may deduct from their payment to us. If the patient requires any further re-checks or treatment, this will be invoiced separately.

This consent form contains a clause that specifies that you are responsible for any of our fees and costs of your pet’s treatment. In signing the consent form, you agree to these terms and accept the liability. If you have any queries relating to payments, please feel free to call us on (+44) 01483 668 100 and ask for our Finance department. Please be aware that our Finance team are only available to discuss your queries from Monday to Friday, 9am to 5pm.

We aspire to providing the best possible service and treatment experience for you and your pet. When your pet is sufficiently unwell and requires the services of the AURA team, we recognise that you are being confronted with a number of challenging emotional, financial and logistical challenges. We are keen to learn from you how we can continue to improve our service so that the treatment journey for you and your pet is as stress-free as possible. You can provide feedback by completing one of our feedback forms here, or by contacting our customer care team on customercare@auravet.com

 If you feel that we have not meet all of your expectations, or wish to raise a concern, please contact our Hospital Service Manager on customercare@auravet.com or 01483 668100.