The Vet Connection

Vetsdirect Ltd t/a The Vet Connection is now in our 22^nd year of trading, having formed in 2003.
We are a ‘virtual veterinary clinic’, which is on-demand 24/7/365, pet health, support, triage, advice and welfare service for pet owners
Our service is operated via our employed team of veterinary professionals – RCVS registered Nurses and Vets
We work with Insurers, Charities, Pet Food Manufacturers, Veterinary Practices and many Pet Tech Businesses
Our aim is to provide fast, convenient, accessible and affordable, pet advice for pet owners   
We are here, any time to answer all pet related queries – no waiting rooms, no unnecessary visits out of hours.
Whether you are at work, on holiday or at home, you can access expert veterinary advice, when you need it

We work closely with our partners, by white labelling our service.

We offer a dedicated phone number, branded live chat and video and also digital ‘widgets’, via our API documentation, offering further access to our services via audio, chat, vide and a calendar booking service for non-emergency interactions

Our Veterinary Nurses lead the service (with the option to refer to a vet if needed), via our proprietary protocols, ensuring pet owners get both the personalities of the Nurse and a consistent outcome

We control the video links – pet owners can also upload photos or videos to us to view, if their pet is camera shy!

All of our calls are recorded for training, complaints and verbatims

Our service aligns with the 4 key principles of Consumer Duty – ALL pet owners, whether they have a smart phone, or not, can still connect with our services.
If we recommend that a pet has to see a vet, we always recommend that they go to their registered practice in the first instance. If they are away from home or need an after-hours hospital, we will locate their nearest one via the Royal College of Veterinary Surgeons ‘Find a Vet’
After each interaction with us, the pet owner receives a written summary, a fact sheet for some presenting signs, to help them at home and we can also add any signposting or messaging on the email, to other parts of our partners eco-systems

As we work B2B2C, the pet owners generally access our services free if it is linked to an Insurance Policy, with the Insurer paying us per policy, or per interaction

Key benefits of using our services for Insurers include:

Convenience : 24/7/365 on-demand
Speed : 80% calls answered within 40 seconds
Flexibility : multi communication methods to access our serves
Cost Effectiveness : we help reduce unnecessary trips to the Out of Hours Hospital or Clinic
Quality : Long track record of exceptional service levels – 92.6% NPS and 4.8/5.0 Feefo ratings
Help with Retention : perceived high value service and we can also help with targeted pre-retention outbound calls
Contribution to claims cost containment

Contact Details:

Rob Mitchell
Commercial Director
The Vet Connection
Mobile 0044 7826 853 812
Email: rob.mitchell@thevetconnection.co.uk