Everyone at 4Paws is friendly and helpful and my claim last year was dealt with quickly and efficiently. My only criticism is that there was no 'wiggle' room on the renewal price.
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Review summary
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Reviews shaping this summary
Good progress information and handled quickly. This was my first claim on 7.5 year old dog and i hadnt read the small print about 15% deduction for 'old' dogs. Hence sum covered was less than i though... See more
Company replied
I have been with 4 paws for several years now, and I am honestly starting to feel trapped within the scheme. I've had no issues with payout, however my price plan seems to increase by £100 yearly, des... See more
Company replied
Never claimed but premiums were low till renewal, even with no prior conditions and a new policy quote inflated the price. Went elsewhere for same cover half the price, Sales were awful so pushy kep... See more
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Company details
About 4Paws Pet Insurance
Written by the company
Like you, we love our pets, which is why we’ve created a comprehensive range of products providing you and your pet with different levels of cover to suit every budget.
We pride ourselves on our 5 Star Defaqto rated policies and have been awarded the Feefo Platinum Service award for customer excellence for the 4th year in a row with a customer service rating is 4.6/5 from over 3800 reviews.
We go the extra mile and offer our policyholders unlimited free 24/7 video consultations with a registered vet through the FirstVet app.
Our claims are settled in house by our experienced and compassionate UK based advisors. Cover can start from as early as six weeks old and payments can be paid directly to your vet if required.
Find out more about 4Paws Pet Insurance and discover why we’re rated ‘Excellent’ on Trustpilot.
visit the website
Contact info
59 Copthall Bridge, Station Parade, HG1 1TT, Harrogate, United Kingdom
- 01423535040
- petclaims@4paws.co.uk
- 4paws.co.uk
3.8
Great
741 reviews
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I had to make a claim
I had to make a claim, which was easy & fast. But the renewal was double the price
June 7, 2024
Reply from 4Paws Pet Insurance
Good morning Gillian,
Firstly thank you for taking the time to leave us with your honest feedback, we always take on all feedback from our wonderful clients.
It really means the world to us that you found our claims service easy and fast.
We are sorry that you were not happy with your renewal and decided not to continue your cover for Coal with us.
We hope that in the future you will keep us in mind should you need us.
Kind Regards
Chloe
Pet Claims Assessment Supervisor
Onward third party liability cancelled??
Hoops to jump through are painful. Claim was paid in full was relatively prompt. However, for a dog that was not bitten anybody has her ongoing third party insurance negated. This was from the vet’s notes saying that she reacts to handling and, at times, has needed a muzzle in their care as a precaution.
May 29, 2024
Reply from 4Paws Pet Insurance
Hi there
Thanks so much for your comments.
I have checked this for you and can see that we wrote to you to confirm in what instances third party liability would be removed from your cover, just to manage your expectations.
We'd welcome the chance to discuss this with you to avoid any further confusion. Please call us on 01423 535040 at your earliest convenience and we will do what we can to put things right and rebuild your confidence in us.
Kind regards
Craig
Pet Manager
I was charged a £10 late payment fee…
I was charged a £10 late payment fee and was advised that the money could not be collected.
Having checked my bank there were no attempts or notifications of a failed payment.
I advised them to try again whilst I had them on the phone and they said it would only be tried in a few days time.
I do not recommend this company as they will take extra money from you.
July 29, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your comments and I am terribly sorry for the delay in coming back to you.
If our customers choose to pay for their policy by Direct Debit, we provide them with a copy of their payment schedule at both the start and every renewal of cover; this is to let our customers know when money will be collected from their account.
In the event that we are unable to collect your monthly payment when it is due, a late payment fee of £10 will be applied to your policy. In the event that our customers are struggling financially, we simply ask that they call us at least 5 days prior to the next payment being collected, so we can see what we can do to help.
I am sorry you have been unhappy with the service provided and I do hope that we are able to rebuild your confidence in us. If you wish to discuss this further, please call us on 01423 535040.
Kind regards
Craig
Pet Manager
Beware company reinvented English language
Very strange company have decided that both ears are effectively one so will not cover a condition treated last month due to an unrelated issue four years ago (not claimed for) in the other ear. It doesn't seem to be the most ethical to say a persistent ear issue regardless of it being the other ear when it was last treated 4 years ago.
July 15, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi James,
I am sorry to read that you are unhappy that we were unable to provide cover for Zelda's ear issues.
We certainly aim to process all the claims we receive from our valued customers; however, sometimes this sadly is not possible if the condition is not covered under our Policy Terms and Conditions.
I can we sent you an email, explaining the reason why we were unable to accept the claim in this instance. If you wish to discuss this further with a member of our team, please do not hesitate to contact us on 01423 535 040.
Kind regards
Chloe
Pet Claims Assessment Supervisor
Great process
Great process, updated all the way and kept informed of next steps. Prompt assistance and great communication between vet and insurance too. Thank you again for great support!
June 3, 2024
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for the 5 star review, we really appreciate it.
We pride ourselves on our service and being there for you when you need us. I am so pleased to hear that you were happy with the claims process and also, with the communication throughout.
If you do need us for anything else, please do not hesitate to let us know.
Kind regards
Craig
Pet Manager
quick and easy claim
June 15, 2024
Reply from 4Paws Pet Insurance
Hi Nicole,
Firstly we would like to thank you for taking the time to leave us a review.
We aim to provide all of our wonderful clients with the very best service as we understand claiming can be a stressful time.
We hope Ronald has made a full recovery.
Kind regards
Chloe
Pet Claims Assessment Supervisor
Dealt with very professionally
June 27, 2024
Reply from 4Paws Pet Insurance
Good afternoon Mr. Hassall
Thank you so much for your review.
It means the world to us that you found the service you received professional and worthy of 5-stars!
We aim to provide all of our wonderful customers with the very best service.
We hope Ellie has made a full and speedy recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Refusal to pay out
Refusal to pay out
I only claimed twice. First time was easy but the second time my claim was refused - with the claims team deep diving into my pets history - where she was at one time overweight, but she is not any more. She is old for a rabbit and has stiff back legs, she needs pain medication for this and to make sure she is well enough for this medicine a blood test which are very expensive. Even though the vet wrote a supporting letter the claim was still refussed.
July 4, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good morning,
Firstly I would like to thank you for taking the time to leave us your review.
We are sorry that you are not happy that your claim for your pet has been rejected.
If you wish to discuss this further with a member of our team please give us a call on 01423 535 040 and we will be able to look into this further for you.
Kind regards
Chloe
Pet claims assessment supervisor
Tried to cancel auto renewal via email…
Tried to cancel auto renewal via email twice as it was 3 x more expensive than several PCW quotes.
I had no response over a week later so phoned to cancel. On hold for 30 mins
July 2, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon,
Thank you for taking your time to provide feedback, we really do appreciate it.
I am sorry that you feel that we have missed the mark in terms of service on this occasion.
Whilst we have been experiencing a particularly busy period, this is certainly not the level of service we wish to provide.
Sadly due to limited opening times over the weekend we were unable to reply to your email prior to your phone call.
I have looked into your policy and I can see that although your hold time was just under 10 minutes, this is unusually long and I would like to take this opportunity to apologize for the wait.
I can see that your request was completed during our conversation, but should you require any further assistance or have any questions, please do not hesitate to contact us.
Kind regards,
Graham
Sales & Renewals Team Leader
Impressed with the company and the way…
Impressed with the company and the way I got to speak face time with a vet about my dog..
Payment for claim paid out very quick
May 25, 2024
Reply from 4Paws Pet Insurance
Good morning Julie,
Wow thank you so much for this 5-star review! It really does warms our hearts to know we have provided you with our very best service and you were impressed.
First Vet is such a valuable tool to have and we are super happy you were able to use this for Nala.
We hope Nala is making a speedy recovery.
Kind regards
Chloe
Pet Claims Assessment Supervisor
Reply from 4Paws Pet Insurance
Good morning Caroline,
Thank you so much for taking the time to leave this honest review!
Here at 4Paws we aim to provide the very best efficient and professional service to all of our customers, it really does warm our hearts to know that you received the best service from us.
We hope Bonnie is recovering well and should you ever needs us, please do not hesitate to contact us.
Kind regards
Chloe
Pet Claims Assessment Supervisor
Claim for treatment of cat.
Relatively easy to fill in claim forms, but the mix of Vet entries and owner entries could be made a little easier;- some of the answers duplicated, and some of the info already known by the insurer.
Claim was processed, contracted excess deducted, and payment made around 4 weeks from date of claim. No hassle/grief to be fair.
April 19, 2024
Reply from 4Paws Pet Insurance
Good morning Malcolm
Thanks so much for taking the time to leave us this feedback.
In terms of our claim forms, the information we request to be added to our claim forms at the time of the claim. Allows us to ensure all the details we have on our systems for you and your pet are accurate and correct. This also allows us to make any relevant amendments to yours or your pet details if necessary and saves our customers having to call to make the change.
Feedback like this is really important to us - so thank you again for providing us with this. I will ensure I pass the feedback on as we are always looking at ways to improve our systems to ensure all of our customers are getting the very best service and our claims journey is as easy as possible.
From reviewing your most recent claim, I can see we received your claim on 13/05/2024 and made the claim payment directly to you on 21/05/2024, this being 6 working days from receipt of your claim form.
We aim to process all claims within 5-10 working days, should all the relevant information be received at the time of claiming. So it is great to see we was able to settle Teddy's claim super quickly for you.
We hope Teddy is feeling much better.
From all of us here at 4Paws, we hope you have a great weekend.
Kind regards
Lauren
Pet Claims Assessment Team Leader
I would highly recommend
I would highly recommend. Our claim went through fast and smoothly.
June 25, 2024
Reply from 4Paws Pet Insurance
Hi Tina
Thank you so much for the 5-star review.
We are delighted we was able to make the claims process as easy as possible for you.
Here at 4Paws, we understand what a worrying time it can be when your furry friend is unwell. So we aim to make our claims process as quick and as easy as possible for our customers. At it appears we did exactly that for you.
To hear you would recommend us really does mean the world to us so thank you so much.
Give Ernie a big cuddle from all of us here at 4Paws!
Should you need us again, we are here for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Good morning Karen
Thank you so much for your excellent review.
We aim to give all of our customers the a 5-star service, so to hear we did exactly that for you, really means the world to us.
We hope Bella is feeling much better and has made a full recovery.
Should you need us again in the future, we are more than happy to assist you and Bella.
From all of us here at 4Paws, we hope you have a fantastic weekend.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Fast efficient service
I have ongoing claims due to my dog’s arthritis and 4Paws always sorts it out quickly and efficiently every time. No hassle and they keep me updated once the claims are received.
May 3, 2024
Reply from 4Paws Pet Insurance
Hi Marie,
I would firstly like to thank you for taking the time to leave us this amazing 5-star review.
It really warms our hearts to read reviews like this as we do our very best to ensure all of our clients receive the very best service possible, as we know when it comes to making a claim it can already be a very stressful time.
We hope Jazz is well.
Kind regards
Chloe
Pet Claims Supervisor
Team were really good when you called…
Team were really good when you called to make a claim. Received the claim form and it was dealt with quickly. Very happy with the service for Timmy and myself.
April 25, 2024
Reply from 4Paws Pet Insurance
Good morning Mrs Harwood,
Thank you so much for this 5-star review.
We are delighted to read that you found the claims process speedy and that you were happy with the service you received from our team.
Here at 4Paws we aim to provide every one of our wonderful customers with the very best service.
We hope that Timmy has made a full and speedy recovery, should you need us again please do not hesitate to contact us
Kind regards
Chloe
Pet Claims Supervisor
Prompt service and kept informed…
Prompt service and kept informed throughout the process.
May 18, 2024
Reply from 4Paws Pet Insurance
Good morning Ian,
Thank you so much your 5-star review!
It really does mean the world to us to receive wonderful reviews like this.
We aim to provide all of our wonderful clients with the very best service as we understand claiming can be a stressful time.
Please do not hesitate to contact us should you require our help again.
Kind regards
Chloe
Senior Pet Claims Handler
The experience of using the insurance…
The experience of using the insurance was easy for someone that’s never used a policy in their life! The payout went straight to my vet and they received it quite fast.
May 10, 2024
Reply from 4Paws Pet Insurance
Good morning Chelsea,
Thank you so much for taking the time to leave us with this 5-star review!
We aim to provide all of our customers with a stress free claims journey and it really warms our hearts to read you found our service easy.
We hope Elmo has a speedy recovery.
Kind regards
Chloe
Senior Pet Claims Handler
Claim for blood tests
I recently made a claim for my cat's blood tests. The insurance company told me they had received the claim from the vet (it can take a while for the vet to send it in). It then took a week for the claim to be agreed. I was sent an email informing me how much I would receive and the money was in my bank account a week later.
I like the way I was kept informed about the progress of my claim
May 14, 2024
Reply from 4Paws Pet Insurance
Good morning Sue,
Wow, thank you so much for this amazing 5-star review!
It really warms our hearts to read that you are happy with the claims service you received when you needed us.
We hope Timmy is doing well and should you need us again, please do not hesitate to contact us.
Kind regards
Chloe
Senior Pet Claims Handler
Intransigent
I bought a cavalier puppy 6 months ago and insured her with 4paws, over the months we began to see that she was possibly not a pure Cavalier, we decided to get a dna done and found out that she was actually mixed breed. I called 4paws and advised them, next morning I received a email stating the policy was cancelled and I would be refunded my premium due to 4paws not insuring mixed breeds to the price I had paid for the puppy. That didn’t bother me so much although an inconvenience. As I had been a 4Paws customer for over 5 years and didn’t want to change provider. Phoned them and asked to take out a new policy changing the details to Mixed Breed and value to under £500. Was told it could not be done under any circumstances as underwriters would not allow it, was told that I would have to go with another provider. Customer Services no help at all just didn’t want to know.
June 5, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for taking the time to leave us this review.
We pride ourselves on providing great service and I am sorry to hear that this was not your experience with us.
We were sadly unable to offer you an alternative insurance policy with us in this instance. In terms of insuring Mixed Breeds, we cannot provide quotations for Mixed Breed dogs with a purchase price of over £500. I can assure you that had we been able to offer you a quote, we would have done all we could to keep you with us.
I do hope that at some point in the future, we are given the chance to rebuild your confidence in us.
Kind regards
Craig
Pet Manager
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