E&L Insurance Reviews 180

DO NOT USE! They would not cover my dog after 12 years of £37 per month payments and no previous history. I feel so angry. This company need investigating you only need to look at the reviews, something I wish I had done 12 years ago.

Just paid out £1,495 vet bill .only got back from e and l £260 .what a rip off company .said they only pay out on £500 and nothing above that .Been with them for 10 years payed them £32 a month please if you are thinking OF taking out pet insurance with e and l ( DONT ..PLEASE LOOK ELSE WERE THERE ARE BETTER INSURANCES FOR PETS OUT THERE )

Rip off. The headline insurance is cover for £3,500. My vet fees were £3,175. Read the small print and E&L actually paid £585.
Query by email and they do not reply. Query by phone and they say they have replied by email.

Terrible.
My dog had a gastric problem and insurance refused to pay out.he had previously had a arthritis and they excluded that from the policy but because my vet had no prognosis for his gastric problem they refused payment as said it could have been arthritis. Our vets even written to them saying wasn't arthritis but they still refused any payment .
Avoid at all costs

After being with E&L insurance for a couple of years I enquired if I could make a claim as my insured dog had got into a fight and hurt the other dog. I was told that vets fees for the other dog were not covered.
My dog sadly had to be euthanized. I was told I couldn't claim for his death.
I no longer needed the insurance policy, which I had paid upfront for so asked to cancel it. This was three months before the policy was due to end. I was told sure but that I'm not entitled to a rebate.
Ever felt scammed?

Like many on here I received less than half the amount of the claim as they deduct 35% from the bill as a vets fee excess as well as the £95 excess charge. They should just be upfront and say we will only pay 2/3 of your total bill! What a con

I’d give this company 0 starts if I could.
I have been a customer for many years, I’ve never made a claim. My horse is 23, owned since 4 and never previously needed vet care. She had an accident in the field which resulted in an obvious swollen fetlock. Vet scanned it - huge ligament injury. Scanned the other leg to prove this wasn’t degeneration. It wasn’t.
As the vet couldn’t say there was obvious signs of an accident (he saw her 10 days later) they wouldn’t pay out and described this INJURY as an illness.
Disgusting company. I’ve cancelled my policy and will never use them again.
Avoid - they are robbing sods

We have had pet insurance with this company for about 5 years and have never made a claim until recently.
My dog had eye problems and we made two claims totaling approx £800. We expected a deduction for the excess but they also made deductions for percentage excess and over max consultation fees so we only received a payout of approx £300 i.e just over a third of the claim!
Also because the company will not deal directly with the vets we had to fill in a form each time a claim is made even if it is a continuation claim for the same condition which inevitably leads to long delays before a claim is paid.
I think that because of the claim nit picking, the small print exclusions,the inability to deal with the vet practice directly, I consider this a very very poor service and would advise against dealing with them and have realised there are many better pet insurance companies out there.
I have now cancelled the policy and was not even asked why I have cancelled which really says much about the company.

Appalling service and cover.
Paid the cover for my dear cat for 14 years (never claimed once) and when I had to have him “put to sleep” I couldn’t even claim for that.
My fault I guess because if you read the small print the policy is useless when the cat gets over 8 yrs of age.
2.5k wasted … Do not use this company!!!!!
You’d think I could get some cover for all the premiums I’ve paid …

One of the worst pet insurance companies currently trading - just avoid them, they wriggle out of any claim you make and if you are lucky enough to get money out of them (its easy pinning jelly to a wall) then they stick in a sub clause to stop you claiming for the same issue again. They don't care about your animal, so spend your cash eleswhere.

I have had cat insurance with this company for slightly over a year. After looking at my online bank i noticed my cat insurance had gone up by £3,which had been taken for the last three months. I checked all my emails and realised they had increased my fee when the year was up for renewal WITHOUT informing me.I spoke to a very unhelpful employee who checked the system and said i had been emailed and told,i searched my emails with the address the employee gave me and nothing...Apparently i had also been told in the post,what alot of rubbish!i do not just throw post away without looking at it-when my renewal is up i always shop around. Subsequently i cancelled my insurance for taking money without my knowledge. I am now making an offical complaint-what company behaves like this!!

I just sent them a message on their internal site. Their reply was 'Thank you for contacting us! We will be back in touch as soon as we can!' or words to that affect. Its the two exclamation marks which upset me. I have waited weeks for a claim to be paid which is why I was contacting them. But the use of exclamation marks would suggest contacting them is some odd, unusual experience. its odd because as others suggest, they take as long as possible to pass any money in your direction.
I have just seen that about £51 is pending from them when the claim was for £233. I await with interest to see how they justify all of the deductions. Yes, a horrid company. I am off to PetPlan asap.

E&L or petinsurance.co.uk are dreadful, they try and delay payment (28 days for a simple claim) and make it as difficult as possible. I claimed following the death of my dog, what isn't explained is you have to make a separate claim for the death as well as vet costs of the treatment. This means you have to relive the death every time you fill in form.

I insured my boxer dog with E & L insurance for the last 3 years. He developed epilepsy & kidney problems which meant multiple overnight stays at the emergency vet, followed by lots of blood work and medication. Unfortunately after 8 months we had to have him put down. I've spent over £5,000, they have now settled my claim but are only reimbursing me £650 due to small print in the T&C's.

Not only have my family lost our pet of nearly 12 years, we now have a £4,350 credit card bill to contend with.

This Insurance company should be utterly ashamed of themselves and if I had the money to take them to court, I would.

DISCRACEFUL... DO NOT USE E&L INSURANCE

After having had my dog insured with this company for 13 years and never claiming any thing from them i have now been told that i can not claim for having him put to sleep. In other words i should have let him suffer and be in pain and then they might have paid out if i had let him have treatment for his old age. What a disgrace!!!

Really happy with this pet insurance policy just got my renewal and only gone up £0.68 . One happy customer, thank u again for your support 🙂

If you buy pet insurance from Insurance Emporium, there’s a good chance it’ll be underwritten by a company called ‘E & L Insurance’ - this one. Like others, I paid into my policy for my pet dog. When he developed a lump on his neck, the vet removed it - turned out to be nothing thankfully but as with humans, you have to get these things checked.
I promptly put a claim in via Insurance Emporium who it appears act as agents for E&L. This is where the problems started. Unusually, they asked the vet for six years of medical history and then went through it with a fine tooth comb - bingo - they found a totally irrelevant condition and immediately put a policy exclusion on the policy.
The claim itself of course hasn’t been assessed yet and we’re now at nearly three weeks post op.
I have been fobbed off, passed around various departments to try and a) get the claim sorted and b) have the policy exclusion removed.

There’s a lesson here for naive people like me..always check who the underwriter is and check out their reviews. On the face of it, Insurance Emporium has 4.5 stars on here but you don’t have to dig much under the surface to see where the real issues are - with the underwriting company.

Ultimately I’ll be taking this to the ombudsman and let this be a warning to you all - avoid this company like the plague.

As others on here I am about to be faced with a huge bill for medical treatment for my cat. The cat in question is a rescue cat and is now 12 years old I have had him for 5 years and he has been fully insured on a life policy with this company since we got him.
In his previous life he was shot with an airgun and has a pellet lodged that for some reason has now decided to move and caused a lung infection. My boy needs a CAT scan to assess if the pellet can be removed safely. As the insurance company will not pre-authorise payment I have had a quote produced and asked if they can assess the case before the treatment is carried out as I cannot afford to pay for this up front. They refused point blank and said you pay then we will assess the claim. Why can they not do it before as they have all the information and cost? This is the very reason I paid for the insurance in the first place as I don't have thousands lying around just in case the worse happens, imagine if your car insurance was like this? Diabolical disgusting behaviour and just an easy way to not pay on a claim. As I cannot pay for the treatment to be carried out I will have to hope the condition clears up by itself. I will be cancelling the policy as its not worth the paper it is written on.

we had to have our dog put to sleep just over 2 weeks ago he had a tumor was bit worried about claiming from our insurance because of the reviews must say they have been really good and payed out insurance no problems really easy to deal with will definetely use again thanks E&L insurance.

Most of the people complaining here is because they never actually took the time to read their policy t & c.

I was with them from when my cat was a kitten till he was unfortunately put to sleep just shy of 14 years old.

Sure I had to pay £79 excess and the first 35% and there were exclusions such as euthanasia and prescription fees and in the end I received a settlement just over 50% of what I'd paid in vet fees. But ultimately this is all in the contract and the claim was dealt with quickly, efficiently and with great customer service and care over the phone and via email.

You ultimately pay over the long term for peace of mind for your pet and you never really know if you would've saved more over the long term by simply saving the monthly payments in a separate bank account.

But that's how insurance works and if something unforeseen happened, it could equally cost a lot more.

Bottom line, read the freaking policy documents first or speak to an Agent for verification, instead of moaning about various exclusions after the fact and rating companies with 1 star because you couldn't be bothered!

Great customer service and I got what I paid for and signed up to.