Direct link to print or download: Hospital Team FAQs - Wellness Plans/Care Companion Plans
Can clients pick, add or remove services for their pet's plan?
Plans are packaged services as presented and do not have have a-la-cart options. We don't have the ability to adjust pricing for plan packages. However, if a client needs additional services (e.g. adding a T4 or extra CBC) remember the 10% discount on services outside the plan will apply.
What kind of discounts are offered on services/items outside of the plan?
Wellness Plans & Care Companion Plans offer a 10% discount for items not included in the plan, such as prescription medications, veterinary services, and labs. All items except prescription food diets, and specialty surgeries are automatically discounted through Pulse (eVet) once the pet is enrolled.
Where do we find pricing information to show clients before they sign up?
Currently, plan pricing is specific to each hospital and plan. This is set up in Pulse (eVet) by the Wellness Plan Services team about two weeks prior to rolling out plans, with info sheets/marketing materials provided. We do not publish pricing on hospital websites.
If you need an info sheet created for your hospital, please contact wellnessplans@wellhaven.com and request one.
See the example Info Sheet with plan items, pricing and client benefits.
Why do we charge a one-time enrollment fee and can we waive the fee?
The one-time enrollment fee covers the administrative costs of setting up the plan and managing the monthly payments. Unlike traditional financing, we do not charge fees or interest on monthly payments.
Occasionally, we offer promotions on discounted or waived enrollment fees that your hospital is notified about.
Check with your Practice Manager or Principal Doctor if there is specific situation where they may want to discount or waive the fee. We should be collecting the enrollment fee for the majority of new enrollments.
Do we offer multiple pet discounts on plans?
Pulse (eVet) does not provide a method for a multiple pet discount on monthly payments. If you want to discount a portion of the enrollment fee for multiple pets within the same family, create a $20 discount coupon in Pulse and apply this to the enrollment fee.
Are there pet age limits for puppy and kitten plans?
Puppy and kitten plans are intended for pets under 9 months of age.
What if the client that wants to enroll is a minor (under 18)?
We do not allow clients who are minors to enroll on the plans. By law, a minor cannot legally enter in any contract and a contract signed by a minor is not legally binding.
What if a client doesn't like the flea/tick or heartworm medication included on the plan?
At this time we are not able to alter the products and services in the plan, including the flea/tick and heartworm medication. If the client is not familiar with the F/T/HW medication in the plan, try providing education on these preventives. If a client still wants to use other preventives and your hospital offers plans without F/T/HW, we recommend enrolling the pet on one of these plans.
Can we ship the flea/tick or heartworm medication out to clients via online pharmacy?
At this time we are not able to alter the products and services in the plan, including the flea/tick and heartworm medication. If the client is not familiar with the F/T/HW medication in the plan, try providing education on these preventives. If a client still wants to use other preventives and your hospital offers plans without F/T/HW, we recommend enrolling the pet on one of these plans.
How do we administer parasite preventives on the plan for giant dog breeds?
For a dog over 100 lbs. the client would receive the 12 months of Credelio (50-100 lb) and Interceptor Plus (50-100 lb) from the plan. To cover the total weight range, additional doses would need to be ordered and the client is responsible to pay for those additional doses. The client will receive the out-of-plan discount of 10% off the medication.
Plan Enrollment
Why do we have a plan agreement and does the client have to sign it?
A Wellness Plan/Care Companion Plan is a 12-month contractual agreement. It allows clients to utilize the products and services in the plan as needed and then pay for the items over the course of 12 months. Because the services used can exceed what the client has paid, we ask clients to sign a contract agreeing to pay out the 12 payments on the plan. The agreement in Pulse (eVet) has been created by our legal team and should not be altered in any way. It is important for the client to understand/agree the terms of the contract and sign the agreement.
Can clients retroactively enroll their pet in a plan?
A retroactive enrollment policy was created to allow clients additional time to consider whether they wish to enroll their pet on a plan. We allow a client 7 business days to decide and retroactively enroll. See the Retroactive Enrollment Instructions for more information or contact wellnessplans@wellhaven.com.
Do we charge an enrollment fee for a pet that was previously on a plan?
If there is more than a 12-month lapse since the plan expired/canceled we would collect the enrollment fee again.
What if a client enrolls their pet and decides they don't want the plan right after signing up?
A client has 7 business days to decide if they don’t want the plan after the enrollment date. If they contact us within 7 business days stating they wish to cancel the plan we can delete the plan and apply the enrollment fee towards their cancellation costs.
Payment Plan Set-Up
Do we offer bill pay or ACH payment for plan monthly payments?
We do not offer bill pay or ACH payment services. A wellness plan can only be set up through Pulse (eVet) with a credit or debit card for the automatic monthly payments.
All credit card information stored in Pulse is encrypted and CI compliant. If the client does not have a debit or credit card they would need to pay for the full annual amount of the plan at the time of enrollment.
Can a client use Care Credit or Scratch Pay for plans?
We cannot accept Care Credit or Scratch Pay for wellness plan monthly payments. Pulse (eVet) does not allow us to use these methods for automatic monthly withdrawals and the payments will fail.
Using Care Credit or Scratch Pay to pay in full for annual plan would mean the client incurs additional finance charges through those financing companies. Setting up monthly wellness plan payments does not add finance charges or monthly fees, so it is less expensive for our clients to use a debit or credit card for the monthly payments.
What does the payment plan schedule look like?
The standard payment plan is once a month over a 12-month period. Pulse (eVet) has the capability to set up additional payments during this time frame, but we would only alter payments if/when a client exhibits financial hardships over the price of the plan. Exceptions are on a case-by-case basis; an example for extenuating circumstances would be a client who is on limited income due to social security or unemployment.
Delivering Plan Services
Why do we need to order plan services from the wellness plan screen and NOT use quick invoicing?
When providing services for a pet enrolled on a wellness plan, it's imperative that all plan services are ordered from the patient's wellness plan screen (not quick invoicing). Quick invoicing is NOT a reliable way to ensure items are consumed from the plan. Failing to order items from the pet's wellness plan screen leads to inaccurate reporting and production.
Don't we lose money if we offer unlimited office visits?
Offering clients the opportunity to come in at any time and have their pet examined is a win-win. This prevents clients from waiting until a problem is out of control to see their pet’s provider. It also creates a stronger sense of partnership, and helps build rapport and trust with clients and their pets. While the office call is always free, often when there is an underlying issue or concern, the labs, tests, or treatments are not included in the price of the plan.
How do we make edits to plan items if our hospital inventory/manufacturer/labs change?
If you have inventory/manufacturer/lab changes and need to update plan items, contact wellnessplans@wellhaven.com. This includes if you accidentally delete a plan item or notice a discrepancy. Failing to reach out to the wellness plan team can negatively impact plan items, pricing, and doctor production.
Plan Payment Failures
How do we know if a client's monthly payment fails?
If a client’s payment fails due to an expired card, non-sufficient funds or an invalid card number, your hospital will be notified via email. A daily email with failed payment transactions is sent to the main hospital email address from auto@evetpractice.com. It is important to make sure this email address is added to your approved senders list so it doesn’t go into a junk email box.
- The email from Pulse will contain the client name and credit card failed transaction reason/code.
- Running the Payment Plan Report from Pulse (eVet) and reviewing the failed/declined transactions on a regular basis will help catch failed payments and deleted card issues (be sure to check "Include error transactions" when running the report).
How do we notify clients if their account is past due?
If you receive notification from Pulse (eVet) about a failed payment, please see the Wellness Plan Hospital Collections Policies & Process.
Do we charge any resubmission or NSF fees for payment failures?
We do not charge any resubmission or NSF fees if a client’s automatic payment for a plan doesn’t process as scheduled. Note: Our plan agreement does state we may collect a $20 resubmission fee, but this is not yet in place.
Plan Changes
Can a client change to a different plan before the current plan expires?
Plans are a 1-year contract. There are no options in Pulse (eVet) to easily upgrade or downgrade the plan within the contractual year. If there is a medical reason with extenuating circumstances to make changes to the plan (e.g. pet develops an unsafe heart murmur and has a dental plan), please email wellnessplans@wellhaven.com for assistance.
How do we cancel a plan?
There are various reasons a client may wish to cancel a plan. Plans are a 12-month agreement so often times if a client wants to cancel mid-year there may be a balance owed if more services were delivered than already paid for. Ensure you clarify with the client if they want to cancel or if they are requesting to not have their pet's plan auto-renew.
All cancellations should be directed to your Practice Manager to resolve with the client. For specific information about plan cancellations please reach out to wellnessplans@wellhaven.com.