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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Excellent
I found my experience with 4paws excellent, once they had all the relevant information from my vets , the money was very quickly paid into my bank.
January 22, 2026
Reply from 4Paws Pet Insurance
Good afternoon Mrs Hill
Thank you so much for your lovely feedback!
We’re really pleased to hear you had an excellent experience with us here at 4Paws and that your claim was paid quickly once we had everything from your vets.
Thank you for taking the time to leave a review - it’s very much appreciated.
We hope Belle is feeling much better.
Thanks
Lauren
Pet Claims Assessment Team Leader
AVOID: A truly terrible pet insurance company
A truly terrible pet insurance company. They will find absolutely any reason not to pay a claim even if its contrary to evidence provided to them by your vet.
More fool me for staying with them after the first claim was denied I suppose, but I'll be severing my contract. I've come to the conclusion that I cannot rely on them and that's the bare minimum I ask for in exchange for my monthly fees (which by the way has gone up from a competitive rate to an exorbitant one - taking advantage of an aging cat on a 'for life' policy). At least I know where I stand with a credit card.
If you're looking to start a policy with them, AVOID, as I say literally a credit card would be preferable to letting them rinse you in your time of need. A truly money hungry and heartless operation.
There are lots of genuinely good pet insurance companies out there - try them instead, I wish I had.
[edit: they have replied so that they can 'look into this further' - I have already been forced to make a complaint (which is basically their appeals system) which has been upheld with opaque reasoning which I am still asking for clarity on. It has taken months to get any clear reason for why they won't pay the claim and I can only presume they are waiting for me to just give up. Do not believe their faux concern in response to low reviews here, it is all performative]
February 20, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Hi
Thank you for taking the time to leave your feedback, although I’m very sorry to read how disappointed you feel with both your claims experience and the increase in your premium. This is absolutely not the experience we want for any of our customers.
We understand how worrying it is when a pet is unwell, and it’s very important to us that our decisions are fair, clearly explained and based on the clinical evidence we receive from your vet and the terms of your policy.
I’m sorry if this hasn’t been clear or has felt at odds with what you were expecting.
I’d really like to review your case in detail so we can:
Re-check the claim decisions and the clinical information we have received;
Make sure our reasoning has been explained properly; and
See if there is anything further we can do to help or clarify.
As I can’t discuss personal details here, please contact us via petclaims@4paws.com with your policy number and a note referencing this review, and ask for your case to be reviewed by a senior member of the team.
We’ll then look into this as a priority and come back to you with a full explanation.
Once again, I’m very sorry that you’ve been left feeling this way, and thank you for giving us the opportunity to look into it further.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reassuring staff who genuinely care about your pet
I have been with 4 paws for 5 years, never made a claim before but Ruby has recently been diagnosed with a spinal issue and needs major surgery. I called, worried, expecting a robot. I got through to Jane who explained how to make a claim and discussed something called a pre authorisation for Ruby's planned surgery. Everything was really well explained and Jane even said she was happy to go through all the information again. Really refreshing to hear and I could tell she genuinely cared about my dog. 4 Paws thank you its really put my mind at ease during a worrying time.
February 18, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Tom,
Thank you so much for this amazing 5-star review!
We are delighted to read that you found dealing with our team refreshing and we were able to explain everything for you. We aim to provide the very best service to all our clients in their time of need.
I will ensure this feedback is provided to the team and we hope Ruby's treatment goes well and they recover well.
Kind regards
Chloe
Pet claims assessment supervisor
They don't reply. Took 3 months to resolve and still not resolved
This feedback is written with deep frustration with the service provided by 4Paws before and after my claim.
The claim itself took 3 months to resolve and sadly between this, no empathy or care was shown. While 4paws have admitted they provided unprofessional and inappropriate emails about the claim, they once again keep a customer in complete darkness when a reply is sent back.
Following a negative review left by my wife regarding the distressing claim situation, we were contacted straight away by a representative (Lauren) who is a team leader who appeared keen to resolve the matter and regain our trust.
However, after we responded to her request for further information and clarity we have once again been met with total radio silence and I have now sent four emails to Lauren directly with no reply.
It is highly unprofessional to offer a public apology and an invitation to discuss a claim further, only to ignore the subsequent correspondence. This "damage control" approach without any actual follow-up has only added to the stress of an already difficult situation.
I expected a higher standard of customer care and transparency.
At this stage, I cannot recommend 4Paws to any pet owner who expects reliable communication and professional conduct.
February 13, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Hi Steven,
I’m sorry to hear that you’re feeling further frustrated and that it seems your recent correspondence has been ignored.
I can see that Lauren responded to your email on 13th February 2026. If you have not received this, please do contact us and we will be happy to resend it.
Kind regards,
Chloe
Pet Claims Assessment Supervisor
Prompt treatment of claim and…
Prompt treatment of claim and understanding of circumstances - received settlement before Christmas which gave peace of mind! Genuinely seem to care about your pet!
December 23, 2025
Reply from 4Paws Pet Insurance
Hi Keith
Thank you so much for your lovely review.
I’m really pleased to hear your claim was handled promptly and that
you received your settlement before Christmas, especially as that gave you some peace of mind. It’s also great to know that you felt we genuinely cared about your pet - that’s exactly what we aim for with every claim.
Thank you again for taking the time to share your experience.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Excellent compassionate cover
4 Paws have covered my super unlucky 8 year old through 2 different cancer surgeries and treatment, as well as cruciate ligament surgery. The team genuinely seem to care when you talk to them.
December 18, 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Khalifah
Thank you so much for taking the time to leave this lovely review.
We’re really pleased to have been able to support your 8-year-old through everything they’ve been through, and it’s great to hear that you’ve found the cover and care to be compassionate throughout cancer treatment and surgery.
We know how stressful and emotional this can be, so it means a lot to hear that the team have come across as genuinely caring when you’ve spoken with them.
Thank you again for your feedback - it’s truly appreciated.
Kind regards
Lauren
Pet Claims Assessment Team Leader
AVOID this company
My dog had a straight forward injury that required an operation. They keep asking questions not related to this and making untrue accusations and making us feel like we have lied. They are just dragging it out and finding ways not to pay out. They are rude and unhelpful and don't care about the stress inflicted. We have been honest and up front from the day we took the policy but they make out you haven't documented certain things. It should not be this hard, in which is steady a stressful situation
February 4, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Hi there,
Thank you for your feedback, and I’m really sorry to hear how distressing this has been for you. It is never our intention to make you feel as though you have been dishonest or to add to what is already a stressful situation.
I’m keen to look into this for you in detail. Please contact us on 01423 535040 so we can explain exactly what information we still need and why. Or email us at PetClaims@4paws.co.uk and address the email to Lauren.
I would also like to review all of your correspondence with my team so I can fully understand what has happened and get to the bottom of this for you.
I can assure you we only ever ask for information that is necessary to assess and process the claim. I hope we can look to get this resolved for you and regain your trust in us.
Kind regards
Lauren
Pet Claims Assessment Team Leader
life pet insurance
I have life pet insurance and they deal with any claims quickly and efficiently. I appreciate they can't always cover every claim, but the process of claiming is made as simple and quick as possible. You can always talk to a real human being on the phone and they are always so friendly, kind and helpful. I have no hesitation in giving this company 5 stars, based on my experience so far. So refreshing to deal with such an efficient, friendly team.
February 3, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Mrs Webb
Thank you so much for your lovely feedback and 5-star review - it really means a lot.
We’re delighted to hear that you’ve found the claims process quick and straightforward, and that you’ve had such positive experiences when speaking with the team. We know claiming can be a worrying time, so it’s great to know our colleagues have been friendly, kind and helpful throughout. I will be sure to pass your kind feedback onto the team.
Thanks again for taking the time to share your experience - it’s genuinely appreciated.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Hi there
Thank you for your feedback and for taking the time to leave a review.
We’re really sorry to hear how unhappy you are with your renewal price and that you feel let down. That’s never the experience we want for our customers.
Premiums can increase for several reasons, including claims history, changes in your pet’s age, their breed and wider market factors, such as rising veterinary costs. However, we understand that a large increase can be both very worrying and frustrating.
We’d like to review your policy in detail so we can explain exactly what has driven the change in your premium and check whether there are any other suitable options that may be available to you. As we can’t discuss personal policy information on a public forum, please contact us on 01423 535040 and we’ll be happy to further discuss this with you. Thank you again for contacting us and we’d greatly appreciate the chance to put things right where we can.
Kind regards
Craig
Pet Manager
Excellent,easy claim system
Excellent,easy claim system. Very sympathetic when bereavement.
September 9, 2025
Reply from 4Paws Pet Insurance
Good morning
Thank you so much for your kind review.
I’m really pleased to hear you found our claims system easy to use and that the team were sympathetic and supportive during your
bereavement.
That’s exactly the level of care we aim to provide, especially at such a difficult time.
Take care, and if you ever need us again, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Great service regarding life long…
Great service regarding life long condition ,and quick payment once claim was received after a emergency operation was needed.
December 1, 2025
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for taking the time to leave this lovely review.
We’re really pleased to hear you felt well supported with your pet’s lifelong condition, especially around such a stressful time with an
emergency operation.
It’s great to know the claim was processed and paid quickly for you.
Wishing your pet a smooth recovery and many happy, healthy days ahead.
If you ever need anything else, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Waste your money
Have held insurance since dogs birth.
Paid every month, but surprise surprise, when we need to claim, we're not covered on technicalities 😂😂😂 Please take my money sir...don't worry about my claim, we'll pay it no problem. Absolute joke these people are, as are all these companies
January 26, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave a review and I’m really sorry to hear how disappointed you are.
We assess all claims in line with the Policy Terms and Conditions, which are provided at the start of the Policy and again at each renewal.
Without access to your specific policy and claim details, I’m unable to explain exactly why we weren’t able to cover your claim on this occasion as I do not have access to your Policy details from the information provided.
However, if you’d like us to look into this in more detail and explain our decision, please contact us on 01423 535040 and ask for the claims team. We’ll be happy to review everything with you and discuss our reasoning.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid at all cost
Avoid at all cost. It took over 3 months to deal with my claims, they asked me over and over the same information. I kept sending everything and they asked again and again…
My cat has been diagnosed with kidney disease last year, his first ever issue. He is now almost 14 years old so for the 2026 renewal the cost went from £360 to £872 - so more than house or car insurance. They obviously know that at that point we don’t have a choice if we want to keep an insurance. There should be more regulations and a limit on how much price increases… it is despicable.
January 19, 2026
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave this feedback, and I’m really sorry for the experience you’ve had.
Waiting over three months for your claim to be resolved and being asked repeatedly for the same information is not the level of service we want to provide. However we are unable to process claims without receiving all the information, and without specific policy details I am unable to confirm the exact reason we delayed your claim.
I understand how frustrating and stressful that must have been, especially when you were already worried about your cat and dealing with a kidney disease diagnosis.
I’m also very sorry to hear your concern about the renewal premium increase. We absolutely recognise that when a pet is older and has an ongoing condition, it can feel like there is little choice but to continue the cover, and I understand why this feels unfair and upsetting.
We’d really like to look into what has happened in detail - both around the claim handling and the renewal pricing - and see if there is anything further we can do, as well as learn from this.
If you’re happy to, please contact us directly with your policy number and claim details so we can review your case fully and respond to you personally.
Thank you again for raising this - your feedback is important and helps us improve.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Efficient
Unfortunately I have had to make two claims in the last 12 months but on each occasion they have been dealt with quickly and efficiently. Would highly recommend this company.
December 30, 2025
Reply from 4Paws Pet Insurance
Hi Helen,
Thank you for your review, we appreciate you sharing your positive experience with us here at 4Paws.
We're happy to hear that your claims were handled quickly and efficiently.
We hope Scotty is recovering well and wish you a Happy New Year.
Kind regards
Chloe
Pet claims assessment supervisor
First class customer service
November 28, 2025
Reply from 4Paws Pet Insurance
Good morning Mr Booth,
Thank you so much for taking the time to leave us with 5-star review.
We aim to provide all our wonderful customers with the very best service.
We hope Tolly is doing well and we wish all the very best for the New Year.
Kind regards
Chloe
Pet claims assessment supervisor
They will increase your monthly payments and reject any claim if they can - they just want to make as much money as they can.
Quite simply this is an insurance company that is keen to make as much money from their customers as possible. The only positive is that they have the video vet service included in the plan.
As an anxious pet owner I have only ever followed veterinary advice (and have done so to the letter). However they will scrutinise your vet notes for *any* sign that they can reject a claim.
When my beloved cat died they rejected a £3000 claim on the grounds of it being a ‘pre-existing condition’ even though it was simply impacting the same organ (the bladder) that had been cause of a vet visit 10 years prior (and my own vet said you could not reasonably link the two). The stress of dealing with the company on top of losing my cat was unbearable.
I now feel trapped as my other cat has a life policy with 4Paws. The yearly rate has gone up exponentially despite having never made a claim - the rate has gone from just under £20 a month to nearly £70. I am now needing to make a claim (pre-authorisation) and they are querying me and my vet at every stage. My vet said that they have not experienced an insurance company like it.
At a time when you are at your most vulnerable they cause undue stress and anxiety. I would not recommend that anyone start a policy with 4Paws.
December 22, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to share how you’re feeling - I’m really sorry to hear about the experience you’ve had, especially at such a difficult time with your cat. Losing a pet is incredibly hard, and the last thing we would ever want is to add to your stress or upset.
All of our claims are assessed in line with the Policy Terms and Conditions, including how we review any potential pre-existing conditions.
We completely understand how frustrating and upsetting it can feel when a claim is declined or queried, particularly when you’ve followed your vet’s advice throughout.
From what you’ve shared here, we don’t have enough specific information (such as your policy or claim details) to look into this fully or comment on the decisions that were made.
We’d really like the opportunity to review this properly for you.
Please contact us directly so we can go through your policy and claims in detail and see what’s happened and what, if anything, we can do next.
If you already have a reference number or any recent correspondence, having that to hand when you get in touch will help us pick things up more quickly.
Again, I am very sorry for the upset this has caused you, and we do appreciate you sharing your feedback.
Kind regards
Lauren
Pet Claims Assessment Team Leader
So far so good
So far so good
Sorted claim out promptly without too stress. As a new pet owner, I find the first vet video call service particularly useful.
July 10, 2025
Reply from 4Paws Pet Insurance
Good Morning
Thank you so much for your feedback - I’m really glad to hear things have gone smoothly so far and that your claim was sorted promptly
without too much stress.
It’s great to know the First Vet video call service has been especially helpful for you as a new pet owner.
If you need anything else or have any questions as things progress, we’re always here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
When we had to take our little cat…
When we had to take our little cat knowing we were insured with 4 paws took considerable stress out our experience,we received excellent service as our claim was dealt with promptly with great service.
November 18, 2025
Reply from 4Paws Pet Insurance
Hi Michael
Thank you so much for your lovely feedback.
We’re really glad that being insured with 4Paws helped take some of the stress out of a difficult time for you and Mia, and that your claim was handled promptly with the service you deserved.
If you ever need us again, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
My claim went smoothly and I was…
My claim went smoothly and I was reimbursed in good time
October 1, 2025
Reply from 4Paws Pet Insurance
Hi there Deborah
Thank you for your feedback - we really appreciate it.
I’m glad to hear your claim went smoothly and that you were reimbursed in good time.
If you need anything else in future, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Lovey team at 4Paws
Lovey team at 4Paws! Super efficient, getting the job done faster than I could wish for! Thank you for all you’ve done for me :)
December 9, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Sophie
Thank you so much for your lovely feedback!
We’re really pleased we could get everything sorted quickly for you and that you’ve had such a positive experience with the 4Paws team.
I have passed your lovely comments over to the team.
If you ever need anything else, we’re always here to help 🙂
Kind regards
Lauren
Pet Claims Assessment Team Leader
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