Only 29% of pet owners received a written estimate. The CMA says that changes now.
The CMA found that only 29% of pet owners received written pricing before non-routine treatments — and that pet owners collectively overpaid approximately £1 billion over five years. The remedy: written estimates are mandatory for any treatment expected to exceed £500, and must be updated if costs rise by 20% or £500. With the average insurance claim at £685, a significant proportion of treatments will trigger this requirement. Your agent drafts written estimates from the clinical plan, pulls current prices from your fee schedule, itemises everything the client needs to see, and generates a consent-ready document in minutes rather than the 15-20 minutes it takes to write manually.
What Your Agent Actually Does
Your agent drafts CMA-compliant written estimates from clinical plans — itemised, transparent, and ready for client consent before treatment begins.
Drafts estimates from the clinical plan
Your vet records the clinical plan — diagnostic workup, treatment options, surgical approach. Your agent turns that into an itemised written estimate with current prices from your fee schedule. The vet reviews and approves rather than typing every line item manually.
Itemises every component the CMA requires
Consultation fees, diagnostic imaging, blood work, anaesthesia, surgical time, medications, hospitalisation, follow-up visits — your agent breaks the estimate into the individual components the CMA mandates. No more lump-sum quotes that leave clients guessing what they're paying for.
Generates low, mid, and high scenarios
A dental procedure might find more extractions needed under anaesthesia. A diagnostic workup might require additional imaging. Your agent presents realistic cost scenarios so clients understand the range before consenting — reducing complaints and meeting the CMA's transparency intent.
Triggers update alerts when estimates need revising
The CMA requires updated estimates if costs are expected to exceed the original by 20% or £500. Your agent monitors treatment progress against the original estimate and alerts the vet when an update is needed — before the client receives an unexpectedly large invoice.
Tracks estimate-to-invoice accuracy
Over time, your agent learns how accurate your estimates are by comparing them to final invoices. Consistently underestimating orthopaedic procedures? Overestimating dental work? Your agent identifies patterns and adjusts future estimates accordingly.
The real numbers.
| Vet/nurse time writing estimates manually (15-20 min each) | £3,000–£6,000/year |
| Client complaints from unexpected bills | £1,000–£3,000/year |
| CMA non-compliance risk | Variable (regulatory penalty) |
| Realistic annual cost | £5,000–£10,000 |
| Agent build (one-off, configured to your fee schedule and templates) | £3,000–£5,000 |
| Monthly running costs (hosting + AI usage) | £100–£180/month |
| CMA requirement updates | Included in first year |
| Realistic first-year total | £4,200–£7,160 |
Written estimates are not new in principle — good practices have always tried to give clients an idea of cost before treatment. But the CMA mandate changes the game: it's now a legal requirement for treatments over £500, with specific content requirements and update obligations.
The practices that will handle this well are the ones that automate it. Your agent makes written estimates a natural part of the clinical workflow, not an additional administrative burden on vets who are already spending 90-250 minutes a day on documentation.
Good fit / not a fit.
This works brilliantly for:
- Practices performing surgical procedures, diagnostics, or hospitalisation regularly
- Practices that have received client complaints about unexpected bills
- Multi-vet practices where estimate quality varies by clinician
- Practices wanting to meet CMA requirements before the compliance deadline
This probably isn't for you if:
- Your practice rarely performs treatments exceeding £500
- You already have a robust written estimate workflow you're satisfied with
- You're a referral-only practice with a dedicated client liaison team
Let's talk.
We'll start with your typical treatment mix, how you currently handle estimates, and which treatments most often trigger client billing queries. Usually a 15-minute conversation.
hello@nimblecroft.com