Receiving a customer complaint is a stressful experience. Your professional ability is being brought into question and your reputation is at stake. In such a time, you want the best support and advice available, from the outset. Learn about the support Guild offers to vets.

Support from the outset

Guild Insurance encourages all vets to contact us immediately if an incident occurs at your practice. By notifying us quickly, we can help you to make the right response, reduce the impact of the incident and, ultimately, help defend your professional reputation.

Even in circumstances where no formal complaint has been issued or threatened but the potential exists (e.g a procedure that has gone wrong), notify us. Early notification enables us to proactively support you; including gathering necessary facts while still fresh in the minds of those involved.

Contact us anytime, anywhere

If you do ever find yourself in a position where you need to report an incident or make a claim you can always contact a Guild representative at your local regional office.

You will have peace of mind knowing that when you phone Guild, you will always speak directly to a staff member. Where required your call will be immediately referred to Guild Insurance’s in-house team of legal experts who are available 24/7 to provide legal advice, as well as professional and practical guidance.

In defence of vets

Guild in partnership with the Australian Veterinary Association (AVA) has been defending the Australian veterinary profession against claims for more than 15 years.

Guild Lawyers has significant experience acting for vets and can provide immediate and ongoing advice on how best to handle a potential claim situation. Through a combination of legal expertise and consultation with the AVA and veterinary peers, we look to achieve the best outcomes for our veterinary clients.

Timely legal advice aids in effective management of incidents, diffuses potential situations, and helps to avoid complaints becoming claims.

Dealing with inquiries

If you are called before the Veterinary Board, racing board, a coronial inquiry, or statutory authorities and the like, we can provide representation and assist with responses to board inquiries and other disciplinary matters. The costs associated with these matters are included as part of Guild’s Veterinarian Insurance policy, up to the value of $100,000.

Guild’s dedicated legal team can assist you with preparing a response to the complaint and at an informal hearing. Our legal team can represent you in formal hearings, and help with court etiquette, what to expect and how to give evidence .

Any written claims and inquiries from investigating authorities should be referred to us. We recommend that you don’t put anything in writing without first seeking our advice.

Prevention is better than cure

Guild recommends a proactive approach to risk management. By managing your risks you give yourself the best chance to defend yourself and to avoid claims and complaints from occurring in the first place. We support you in managing your risks in a number of ways.

The Guild/AVA Risk Management Committee meet regularly to identify emerging issues and risks in the veterinary profession. Comprised of veterinary representatives with expertise in various fields of practice, the AVA and Guild’s legal, risk management and underwriting specialists, the committee looks at opportunities to raise awareness and improve the management of risk in veterinary practice.

Vets also gain access to a range of materials developed by Guild’s award-winning Risk Management team to help you minimise risk in your daily practice. You can access our online risk management tool RiskMASTER through the members section of the AVA website or contact us to receive your copy of GuildWatch: Risk Management for Veterinarians.

In the event of an incident, our client support is designed to reduce risk and to achieve peace of mind for you. Giving you the support you need when you need it most.

In the event of an incident contact Guild Insurance immediately on 1800 810 213.