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 response time following…
Excellent response time following submitting a claim. Just one query raised by the 4Paws team which was dealt with very quickly and settlement received shortly afterwards.
May 30, 2025
Reply from 4Paws Pet Insurance
Hi,
Thank you so much for taking the time to leave us this brilliant 5-star review.
We're happy to hear that our claims process met your expectations. It's great to know that our team's prompt response and efficient handling of your query led to a quick resolution.
Kind regards
Chloe
Pet claims assessment supervisor
Having previously worked for a pet…
Having previously worked for a pet insurance company myself it was nice to see the difference in enthusiasm from your CS staff.
Just spoke to Danny on the sales/renewals team and set up a new policy for my 2nd kitten Pebble.
Danny was friendly , had great soft skills and very thorough and clear with the reading of policy terms. Super great service
July 1, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Ellie
Thank you so much for your lovely feedback. It’s wonderful to hear that, with your background in pet insurance, you noticed the enthusiasm and dedication of our customer service team. I’m delighted that Danny provided such friendly, thorough, and clear service when setting up your new policy for Pebble.
We really appreciate you choosing us and taking the time to share your experience.
If you need any help in the future, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Stormzy my wee moggy
Stormzy my wee moggy, was being constantly sick, so I took him to the vets. were loads of tests were done on him. It turns out he had acid reflux were all the food doesn't go to his stomach, but lies in his esophagus. I used my 4paws insurance as it was very expensive. 4paws made it simple, the claim was forwarded to them and they sorted out quickly and efficiently with no hassle. And now I have one happier kittie.
April 30, 2025
Reply from 4Paws Pet Insurance
Good morning Ms Freel
I’m so glad to hear that Stormzy is feeling better now. It must have been really worrying to see him so unwell, but it’s great that the vets were able to find out what was wrong and get him the treatment he needed.
It’s also wonderful to know that here at 4paws insurance we have made the process so straightforward and stress-free for you.
Give Stormzy a little fuss from me—here’s to many more happy and healthy days for your lovely kitty!
Kind regards
Lauren
Pet Claims Assessment Team Leader
I KNOW that our insurance claim will be dealt with quickly.
I KNOW that our insurance for our beautiful and loved dog has increased substantially because of her age. I also know that we need this insurance, not only for the possible and probable age related conditions she might suffer from now she is categorised as an 'aged dog', but also in the event of accident caused by her, possibly running over a busy road should she see a welcoming friend, and causing a serious accident. We love her to bits. Our recent claim for treatment for her arthritis has been dealt with so quickly and thoughtfully. Thank-you for your understanding and speedy payment. Lyn and Jim Towers
April 29, 2025
Reply from 4Paws Pet Insurance
Thank you so much, Lyn and Jim, for your heartfelt message.
We truly appreciate your understanding regarding the changes in your insurance as your beloved dog gets older. It’s clear how much she means to you, and we’re glad we could support you with her recent arthritis claim.
Your trust in us means a great deal, and we remain committed to providing quick and thoughtful service whenever you need us.
Thank you again for your kind words.
If you ever need our help again, please don’t hesitate to reach out – we’ll always be here to support you in any way we can.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Really good service
Really good service. Highly recommended. Very efficient and lovely customer service.
June 26, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for your kind feedback.
We’re delighted to hear you received efficient service and found our team lovely to deal with.
Your recommendation means a lot to us, and we remain committed to providing excellent customer service.
Should you need us again in the future, please do get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Very pleased with the service I… easy to do and dealt with quickly.
Very pleased with the service I received from you guys nice and simple to get the process started. The claim was dealt with very quickly. The other nice thing was I was kept informed of what was happening through the process.
May 1, 2025
Reply from 4Paws Pet Insurance
Hello there, Mr Main
Thank you so much for your lovely feedback! We’re delighted to hear that you found the process simple and that your claim was handled quickly.
It’s great to know you felt well informed throughout. Providing
an efficient and transparent service is very important to us.
If you need any further help, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
We'd been happy customers for 6 years…
We'd been happy customers for 6 years accepting the occasional price rise for our Life Plan pet insurance, however this year our premium went up 40% vs last year (£480 vs £340) despite having a clean run of 4 years no claims.
We voted with our wallet and left, deciding to self-insure.
June 20, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi Jamie
Thank you for sharing your feedback and for being a valued customer for the past six years.
We’re truly sorry to hear about your disappointment with the recent premium increase. We understand how frustrating this can be, especially after a long period without any claims.
Premium changes are influenced by a range of factors, including wider market trends and the rising cost of veterinary care, but we appreciate that this doesn’t make the increase any easier to accept.
If your circumstances change in the future, we’d be delighted to welcome you back.
Thank you again for your loyalty over the years.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Quick to pay claim and kept me informed…
Quick to pay claim and kept me informed at each stage
May 16, 2025
Reply from 4Paws Pet Insurance
Good morning Miss Young
Thank you for your feedback! We’re really pleased to hear that your claim was paid quickly and that you felt well informed throughout the process.
Keeping our customers updated every step of the way is a priority for us.
If you need any further assistance, please let us know
We hope Digger is feeling much better.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Stressfree experience and received…
Stressfree experience and received payment quickly with no hassle many thanks
May 30, 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Flynn
Thank you for your kind words! We’re delighted to hear that your experience was stress-free and that your payment was received quickly.
Providing a smooth and hassle-free service is very important to us.
If you need any further assistance, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Good morning
Thank you for your feedback! We’re really pleased to hear your claim was accepted and paid out quickly.
Providing a prompt and efficient service is a top priority for us. If you need any further assistance in the future, please let us know.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Was so easy
Was so easy. I downloaded the form, filled it in, gave it to the vets practice, who did their bit & submitted it to 4Paws. Next thing I knew, claim submitted, reviewed and paid out in full within 2 weeks. No quibbles, no questions, no wriggling out of it on a technicality. Very pleased with the experience.
May 7, 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Croad
Thank you so much for your feedback! We’re delighted to hear that the process was straightforward and that you’re pleased with how smoothly everything went.
Making things easy and stress-free for our customers is really important to us, so it’s great to know we delivered on that.
If you need anything else in the future, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Warning to all pet owners looking for…
Warning to all pet owners looking for pet insurance from this company. They don't cover any issues with malocclusion which can be as many as 35% of puppies. Avoid this company for insurance as it will cost you a lot of money, there are much better options
June 19, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Martin
Thank you for sharing your concerns regarding malocclusion coverage. We understand how important it is for pet owners to have clarity on what is and isn’t included in their insurance policy.
Our policies are designed to be as transparent as possible, and we always encourage customers to review the Terms and Conditions carefully to ensure the cover meets their needs.
Malocclusion, or misalignment of teeth in dogs, is often present from a very young age and can be identified as early as when the baby teeth erupt or as the adult teeth come in, typically between 4.5 and 6 months of age. Because malocclusion is frequently a congenital or pre-existing condition, it is not covered under most pet insurance policies. This approach is standard across the insurance industry, as policies generally exclude conditions that are present before the start of cover or that are considered hereditary. This ensures that insurance remains sustainable and fair for all policyholders.
If you have any questions about specific conditions or would like to discuss your options further, please don’t hesitate to contact our customer service team. We are here to help you make the best choice for your pet’s health and wellbeing.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Fast and Fair Claims
I have had no problems claiming for my dogs vets fees, and I have received payment quickly. They have been fair and explained any excesses to me promptly.
May 22, 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Godfrey
Thank you so much for your kind feedback.
We’re delighted to hear
that you found our claims process fast and fair, and that everything was
explained clearly.
It’s great to know your experience has been positive and that your claims for Poppy's vet fees were handled smoothly.
If you ever need any further assistance, please don’t hesitate to get in
touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
AVOID Terrible insurance .
AVOID Terrible insurance .
I make a claim for may cat gone missing, providing everything they ask for ,everything ok from my side then recive an email telling me that they have an IT issue and the claim can't be processed. After 4 week from the email with the "IT issue" what they can't explain exactly what the issue is, they ask me if I want to put a complaint in, for me to be able to do something else i have to wait another 8 weeks untill the complaint it's complet. An absolutely joke. This company shouldn't be on the market.
For the staff from 4Paws insurance who answer to this review and they can't help because they can't locate the policy here it's my Claim Ref: 57438868.
June 13, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Mr Badelita
Thank you for sharing your feedback, and I’m very sorry to hear about your experience with your recent claim.
I completely understand how frustrating and upsetting this situation must be, especially given the circumstances with your missing cat and the delays caused by the IT issue.
Please accept our sincere apologies for the inconvenience and lack of clear communication.
I want to assure you that your claim (Ref: 57438868) is being escalated for urgent review and I am in talks with our IT department as we speak.
We are committed to resolving this as quickly as possible and will keep you updated throughout the process.
If you would like to discuss your claim further or need immediate assistance, please contact our customer service team directly, quoting your claim reference.
We genuinely appreciate your patience and are working hard to put things right.
Thank you for bringing this to our attention.
We will be contact shortly with a update for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Terrible
Terrible! Not paying out on claims when perfectly valid. So frustrated and terrible customer service. It doesnt make any sense, so please avoid this company and go elsewhere.
June 9, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good Morning,
I am so sorry to hear you are unhappy with your experience with us.
Sadly, I am unable to locate your policy to investigate this further for you.
Please can you call us on 01423 535 040 or email at PetClaims@JigsawInsurance.com and we will do our very best to investigate this for you and provide you with further information.
Kind regards,
Dominika
Senior Pet Claims Handler
expensive renewal…
I had looked at renewal with no past claims, but the renewal cost was substantially more than the current policy. I responded to the renewal notice but the reply was long winded with little substance, they also had an incorrect pet name for my dog. I looked on the compare sites and their prices were much less than what they were quoting for renewal.
May 30, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon,
Thank you for sharing your feedback regarding your recent renewal experience.
I’m sorry to hear about the issues you encountered, including the higher renewal cost, the lack of clarity in our response, and the incorrect pet name on your policy. I also understand your concerns about finding lower prices on comparison sites.
If you would like, I can arrange for a member of our team to review your renewal in detail and address these concerns directly.
Please let me know if you would like us to look into this further or if there is anything else we can do to assist you.
Kind Regards
Lauren
Pet Team Leader
Didn’t like how I was communicated to
Didn’t like the communication. Didn’t like how I was questioned about how I look after my dogs.
April 17, 2025
Reply from 4Paws Pet Insurance
Good morning Melanie,
Thank you for taking the time to share your feedback with us. I am sorry to hear that you are unhappy with the information we requested regarding your claim for Pickles.
Please be assured that, depending on the nature of the claim, we sometimes require additional information.
I apologise if it felt as though we were questioning how you care for Pickles, as that was never our intention.
If you wish to discuss this further please do not hesitate to contact us.
We hope Pickles is recovering well.
Kind regards,
Chloe
Pet Claims Assessment Supervisor
Terrible insurance policies
I've submitted 2 insurance claims for my rabbits only to have both denied because they consider them "on going health needs".
They aren't.
GI statis isn't a chronic health condition.
Terrible customer service and appeals process. Cancelled my policy and am now out of pocket roughly £500.
May 21, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi there,
Thank you for sharing your feedback, and I’m sorry to hear about your experience with your recent claims and the appeals process.
I understand how frustrating it must be to have your claims denied and to feel unsupported.
I must confirm that we assess all of our claims in line with our Policy Terms and Conditions to ensure this is done fairly. However I appreciate your concerns regarding how your claims were assessed and without your Policy details, I am unable to comment on the reasons for the decline specifically.
However, if you would like us to review your case again or provide further clarification on the decision, please let us know.
We are committed to ensuring our customers feel heard and supported, and we would be happy to look into this further for you. If you have any additional information or documentation you would like us to consider, please send it through.
I am sorry to hear you are no longer with us but, I thank you for bringing this to our attention.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid like the plague
Their claims process is manual and outdated. Having to print and physically complete a claims form in 2025 is just insanely lazy and incompetent from all who run the group. They're also shockingly poor value for money. I got offered 5x the coverage for £2 a month less than they offered once I shopped around.
The form is also incredibly poorly worded and unclear. They made a payment directly to my vet instead of me claiming I had approved it on my form. Having reviewed the form, however, there was no wording indicating where a payment should be sent, only two check boxes underneath a request for permission to contact the vet directly for information. This clearly reads as a request as to confirm whether the information requests can go directly to the vet or if they need to go via you as the payee.
Avoid like the plague. Speaking to the team to resolve they were absolute bellends.
May 15, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Michael
We understand your frustration with the claims process and the overall value proposition. It's clear that your experience hasn't met your expectations, and we sincerely apologize for the inconvenience and disappointment this has caused.
We appreciate you taking the time to share your feedback, and we'll use it to improve our services. We understand the importance of a smooth and efficient claims process, and we're committed to making improvements to ensure a better experience for our customers. We're also actively reviewing our pricing and coverage options to ensure we remain competitive in the market.
I have listened to the calls you had with my team. While I understand and appreciate that you are frustrated, I can assure you that my team attempted to explain the reason for the payment to the vets so they could resolve the issue for you.
It is clear that you feel an error has occurred, so we have raised a complaint and our complaints team will investigate this fully and get back to you. In the meantime, I kindly ask that you remain respectful to the team as we work to resolve this issue for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Scam Insurance
Scam Insurance – A Complete Joke
This company is an absolute disaster. For the past two months, they’ve refused to reimburse any claims, blaming it on “missing vet information.” Meanwhile, my vet responded to their emails FOUR times – and they kept pretending nothing was received.
To make things even more ridiculous, they were asking for the full medical history of my dog… who is FOUR MONTHS OLD. What a fing joke.* How much history do they expect from a puppy?
They are dishonest, misleading, and completely unhelpful. They charge a 30% “processing fee” just to look at your claim, and then make it as hard as possible to ever get your money back. No transparency, no accountability – just red tape and runarounds.
This is not insurance – it’s a scam. Avoid this company at all costs. Seriously. Run.
May 14, 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave this review.
We understand your frustration and apologise for the difficulties you've experienced with your claim. We strive to provide excellent service and are disappointed to hear that your experience has fallen short of your expectations.
Without your policy details, I am unable to specifically address why your claim was delayed; however, I can assure you our aim is to provide the very best service at all times and that we would never withhold information or delay claims unnecessarily.
I can confirm all the terms and conditions are detailed in your Policy Terms and Conditions and this includes any excess's relating to the cover you chose. This information is also provided when you set up the policy and at every renewal, to be as clear and transparent as possible with our customers. We invite you to contact us to discuss the cover being offered if you feel that it doesn't meet your needs.
We take all customer feedback seriously and will use your comments to improve our processes. We appreciate you bringing this to our attention and if possible, I would like investigate the specific issues you've raised and see what we can do to put things right.
Please contact me directly at Petclaims@Jigsawinsurance.com and I will look into this further for you.
We value your business and hope we can try and rebuild your confidence in us and you'll consider giving us another chance.
Kind regards
Lauren
Pet Claims Assessment Team Leader
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