Very good communication at every stage of claim. Have only knocked off one star as payment hasn’t landed yet, but I’ve been told it’s on route… They have paid earlier payments so no need to think th... See more
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Unfortunately I had to make a claim for one of my cats recently but once I got online it was straight forward enough & then only paws contacted my vets who dealt with the claim . The only downside was... See more
Company replied
I wrote a previously bad review below based upon a disagreement regarding a condition. Since then they reviewed my case and made a payment. subsequently my pet died unfortunately. Following this they... See more
Company replied
Clearly communicated everything and treated us with respect, payments were made quickly. Sent a condolence letter when we lost our cat which while a small gesture did go a long way. Good experience al... See more
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Company details
Written by the company
Always-there-for-you pet insurance at affordable prices. Made by pet lovers for pet lovers.
Contact info
100 Bishopsgate, EC2N 4AG, London, United Kingdom
- info@onlypawspetinsurance.co.uk
- onlypawspetinsurance.co.uk
4.3
Excellent
402 reviews
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Replied to 100% of negative reviews
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Easy and efficient
Very easy to initiate a claim and the team were really helpful in keeping me up to date with its progress. Process was efficient and claim was covered with no drama! Happy to stay with Only Paws for another year of cover.
October 10, 2025
Reply from Only Paws Pet Insurance
Thank you for your kind feedback, I will pass it on to the team!
Read the small print, they wriggle out of everything they can!
I DO NOT RECOMMEND, AVOID AT ALL COSTS! DEFINITELY CHEAP POLICY MEANS DIFFICULT TO CLAIM!
My 15 year old ragdoll had an intermittent cough for a couple of months and I was worried it was a bit more than just fur balls. I took her to the vets and they carried out various tests and eventually diagnosed her with hyperthyroidism. I accepted there was a £200 excess and misunderstood that there was also a £90 excess for medication, so £290 in total. I submitted various claims and was confused why I had paid out over £580 in fees and only received £55 from the insurance company.
When I queried why, I was informed that they were treating it as 2 separate conditions so there were 2 excesses totally £400, along with £60 for lab diagnostic fees that were not covered (this was noted on page 7 of 51 terms and conditions)
So basically I took an unwell cat to the vets, who carried out tests and found she had hyperthyroidism this was going to be treated as a separate condition.
I queried it with my vets and as far as they were concerned it was all one condition. They had to perform the tests to find out what was wrong with her. I'm very disappointed and would not recommend.
October 7, 2025
Reply from Only Paws Pet Insurance
Hi there,
Thank you for your review.
We have taken a look into your case, and our claims team have assessed and treated the cough and the hyperthyroidism as two separate, unrelated conditions based on the clinical records and vet notes provided. That’s why two sets of excesses applied.
We want to reassure you that we do offer an appeals process if you or your vet believe these conditions are related. Just reach out to our team at claims@onlypawspetinsurance.co.uk, and we’ll be happy to look into it further.
The Only Paws Pet Insurance Team 🐾
Won't ever use them again or recommend
Terrible company when it comes to claims. We had a cat diagnosed with Kidney Disease. Symptoms were vague to begin with but when she stopped eating we took her to our vet. We were told she was stage 2 and to change her diet to food specially made for cats with this disorder. Only Paws paid the claim less the £200 excess. Got sent home with meds and discovered that we were not covered for take home meds, this is classed as an "extra" which must have been well hidden at the time of taking out the policy, as I spent a long time researching. Now it is more visible, probably due to all the complaints. 2nd time we visited the vet for the same issue, they paid out, more take-home meds not covered. Then the 3rd time, because her breathing wasn't normal, the vet pushed us in as an 'emergency', unfortunately, she was too ill to save. She had fluid in her lungs and in the chest cavity and at 17 years, the vet said the kindest thing to so was to let her go. When we got the invoice, there was a surcharge for the emergency appointment and we had to pay another £200 excess, as it could have been an unrelated illness. Only Paws have disputed this charge saying 1) It was not directly related to the treatment 2) We could have taken her earlier so it wasn't so urgent (but she was ok 24 hours before) and 3) They have a clause stating as follows: "Please refer to Section 1: Veterinary Treatment under 'What you are NOT covered for' - Any costs that a vet may charge that are not directly related to the actual treatment of your pet such as any hospital admission charges, emergency/walk-in/weekend surcharges, single use items, non-medical items, cleaning costs and cleaning supplies...". So if your pet has an accident or is deadly ill and you need emergency treatment, either during normal hours or out of hours, and you are charged for this, your claim for this amount is not covered. I can't think of any vet that would not charge for an urgent hospital appointment. Perhaps most don't itemise it on their invoice and lump it together with the animals treatment costs. Does that mean the 'consultation' fee is not covered, as that technically isn't related to the treatment. This situation smacks of nit-picking to find a way of not paying out the full claim. Needless to say our new kitten is not insured with this company. Another bone of contention, no contact phone number, you either fill in contact form or wait for them to call you! So buyer beware of what is not covered rather than what is.
October 7, 2025
Unprompted review
Reply from Only Paws Pet Insurance
Hi Sharon,
Thank you for taking the time to leave your review, and please accept our sincere condolences on the loss of your beloved cat.
To ensure your concerns are reviewed thoroughly and fairly, we encourage you to contact our complaints team directly at complaints@onlypawspetinsurance.co.uk. They will be able to investigate your case in full and confirm whether all aspects of your claim were handled correctly.
Regarding your comments about communication, our call-back service is designed to avoid call queues and allow customers to choose a preferred time and day to speak with one of our team members. The team has never missed a call back to date.
All Boosters are clearly offered during the quote journey, and you can add, remove, upgrade or downgrade them at any time during your policy, without any fees. These additional benefits were designed to give you a more bespoke policy tailored to suit your pet's individual needs. They come with extra financial cover on top of your policy limit.
We’d also like to clarify that consultation and treatment fees are fully covered out-of-hours. However, additional surcharges made by veterinary practices would be deducted unless the out-of-hours situation was life-endangering.
The Only Paws Pet Insurance Team 🐾
Could not be happier with Only Paws
Could not be happier with Only Paws. Queries are answered quickly and the whole claims process is easy.
October 7, 2025
Reply from Only Paws Pet Insurance
Hi Natalie,
Thank you for the lovely feedback! We're so happy to hear you've had such a smooth experience with us, making things easy and stress-free is exactly what we aim for. It’s great to know your queries were answered quickly and that the claims process worked just as it should.
The Only Paws Pet Insurance Team 🐾
Very easy and quick to set up.
October 6, 2025
Reply from Only Paws Pet Insurance
Hi there,
Thanks for the great feedback! We're so glad to hear you found it quick and easy to get set up, that’s exactly what we aim for.
We're also thrilled to have you on board with a new policy! If you ever need help managing your cover or have questions along the way, just drop us a message at info@onlypawspetinsurance.co.uk.
Welcome (again!) to the Only Paws family.
The Only Paws Pet Insurance Team 🐾
Efficient service.
Claim was processed and paid out in very good time. Seamless process online.
Such a shame our accident - prone feline meant we had to access the policy at all!
September 23, 2025
Reply from Only Paws Pet Insurance
Thank you for your valuable feedback A. Somerville. We are very proud of our speedy claims process! 🤩
Reply from Only Paws Pet Insurance
Hi Chiara,
Thanks so much for the great feedback! We’re really glad the quote journey was easy to use, we’ve built it to be as quick and stress-free as possible. Lovely to hear you’re enjoying your experience with us so far!
The Only Paws Pet Insurance Team.
Reply from Only Paws Pet Insurance
Hi Simon,
Thanks so much for your lovely review! We're thrilled to hear you’re happy with how smooth and prompt the claims process was. Making things easy and stress-free for pet parents like you is exactly what we’re here for.
The Only Paws Pet Insurance Team 🐾
I didn't realise i could opt for dental…
I didn't realise i could opt for dental work hence 4 stars. Company very quick in responding
September 22, 2025
Reply from Only Paws Pet Insurance
Hi Barbara,
Thanks so much for your review! We're really glad to hear our team was quick to respond, we know how important that is when it comes to your pet’s care.
We appreciate the feedback around dental cover. Just to clarify, accident and injury-related dental treatment is included in our core policy, but for broader dental cover, including illness, we offer the Dental Booster add-on. It can be added to your policy at any time.
Thanks again for choosing Only Paws!
The Only Paws Pet Insurance Team 🐾
Excellent support
Excellent support. Site guided me to complete claim in a way I understood clearly what to do with options to pay vet or insurance pay. Excellent communications and claim was complete within 2 weeks. Very satisfied with the trusted service.
September 12, 2025
Reply from Only Paws Pet Insurance
Hi Pamela,
Thank you so much for your kind words! We're thrilled to hear that the claims process was clear and straightforward for you, that’s exactly what we aim for.
We're also really glad our team kept you informed and that everything was wrapped up in good time.
Thanks again for trusting us with your pet's care.
The Only Paws Pet Insurance Team 🐾
Reply from Only Paws Pet Insurance
Hi Steve,
Thanks so much for the lovely feedback! We're thrilled to hear you found our site simple to use and our cover just what you were looking for — all at a great price. Making pet insurance straightforward and stress-free is exactly what we’re here for.
Welcome to the Only Paws family!
The Only Paws Pet Insurance Team 🐾
Very disappointing experience
Very disappointing experience. All of my 3 cats are insured with Only Paws. When 1 got ill, I put in a claim for blood tests and consultation (basic cover I would expect). The claims process has been poor. You can only contact Only paws via email. They do not have a phone line. Their claims team quote every ambiguous t&cs to say why they will not pay. Surprisingly, the only covered elements were swallowed up by the excess.
I have now cancelled all of policies
September 18, 2025
Unprompted review
Reply from Only Paws Pet Insurance
Hi Thomas,
Thank you for your feedback, it is very important to us.
We operate an exceptional call back service where you simply let us know the time that suits you best. We've never missed a call back and there are no call queues.
I can see the blood test and consultation was covered by your policy. The cost that this vet has charged to read the blood test report ("Lab Diagnostic Fee (per day)") was capped.
Unlike many other providers we only have 3 caps which are essential to protect against unpredictable or inflated charges.
I can see you have been in touch with our complaints team and they will be in touch when their investigation is complete.
The Only Paws Pet Insurance Team 🐾
Reply from Only Paws Pet Insurance
Hi Keith,
Thanks so much for the kind words! We’re all about keeping things quick, simple, and great value, so it's brilliant to hear that came through in your quote journey. If you ever have questions or need a paw with anything, we’re just an email away.
The Only Paws Pet Insurance Team 🐾
easy to apply
September 15, 2025
Reply from Only Paws Pet Insurance
Thank you for your feedback Christine, we try to make everything as simple as possible.
Reply from Only Paws Pet Insurance
Hi Sylvia, thank you for your review. We are very proud of our insurance product, welcome aboard! 🐾
Reply from Only Paws Pet Insurance
Thank you for your review Maureen and welcome to Only Paws Pet Insurance! 🤩
Reply from Only Paws Pet Insurance
Hi James, thank you for your feedback, welcome to Only Paws! 🐾🐾
Made it easy to buy pet insurance.
Made it easy to buy pet insurance.
Would be better to have the option of annual payment.
September 12, 2025
Reply from Only Paws Pet Insurance
Hi Christine,
Thank you for your review and welcome to Only Paws, we are thrilled to have you with us.
Currently, we are unable to offer annual premium payments. We only offer monthly Direct Debit on our policies.
This is at no extra cost and is a subscription, which means you are not entering into a financial agreement that could impact your credit score.
The Only Paws Insurance Team 🐾
AVOID, this insurance cover is not fit for purpose.
Having been a customer of Onlypaws for nearly two years, my dog recently required a lump removed that has been monitored by the vets for a couple of years. The agreement was that until the lump caused an issue it would not be removed.
Two weeks ago, the lump started bleeding and it was agreed that it now needed removing. Assuming peace of mind we proceeded with the removal.
Claim submitted.
Not only was the claim rejected because they claimed it was a pre existing condition (despite the advice being to leave alone until it was a problem). But they went through my pets complete history and discovered on a handful of occasions our pet (who we rescued just before they turned 1) is nervous at the Vets and we put a muzzle on them. So they placed a "public liability" exemption on them too.
Needless to say, the policy has been cancelled as i'm not exactly sure it was fit for purpose in the first place.
This company will aggressively and thoroughly go through your pets complete history with a fine tooth comb to find a way out of paying out claims.
Having previously been with PetPlan and Sainsbury's I have never experienced a level of service as bad as this.
Also, do not expect to find a telephone number to actually speak to someone on the phone!!
AVOID.
*update* If you require any further evidence of this companies customer service, look at the reply to this review. All the emphases is being placed on me not answering the questions truthfully or attempting to mislead or be dishonest. Very serious allegations from a business.
My dog had a skin tag that the vets had asked us to monitor and only take action when needed, for a number of years. This tag progressed to a lump so I’d argue this only became an issue when it turned from a tag to a lump.
Also, my dog is not aggressive, hence you didn’t cancel my policy (I did). He is petrified of the vets, shakes uncontrollably and cowers, our actions are precautionary.
Im not wasting my time communicating with a company such as yours. A better use of my time would be to write an email to a brick wall, they’d understand and communicate better and clearer than yourselves.
September 11, 2025
Unprompted review
Reply from Only Paws Pet Insurance
Thank you for your feedback.
Just to clarify, pet insurance policies typically do not cover pre-existing conditions, which are defined as any signs, symptoms, or medical issues that were present before the start of the policy, even if they had not been formally diagnosed. If there is any indication in the clinical records of a lump being present prior to the policy starting, this would be classed as a pre-existing condition under the terms of the policy as it was the onset of the condition.
When applying for insurance, it’s essential that all questions are answered as accurately as possible. We try our best and flag these important questions pre-, during and post purchase. One of these questions asks whether your pet has shown any signs of aggression and goes further to explain it in detail. Unfortunately, we were not made aware of your pet's history in this regard at the time of application and would not have provided a quote if this was disclosed. All insurers rely on full and accurate disclosure to assess risk fairly and ensure appropriate cover is in place. This is a standard practice across the industry and is in place to protect all policyholders.
If you’d like to take this further, you’re very welcome to contact our complaints team at complaints@onlypawspetinsurance.co.uk. They’ll review everything thoroughly and investigate your concerns.
The Only Paws Insurance Team 🐾
Efficient and effective
It's not often you see a recommendation for an insurance company but I believe Only Paws deserves 5 stars. It was easy to set up the policy, the price was good, and they paid my claim without any quibble. That's all I ever wanted from my pet insurance.
September 4, 2025
Reply from Only Paws Pet Insurance
Hi Mark,
Thank you so much for the glowing review! We know insurance isn't usually top of the recommendation list, so hearing that we've earned your trust (and five stars!) means the world to us. We're so glad setting up your policy was simple, the price felt right, and your claim was handled smoothly, that's exactly what we aim for.
The Only Paws Pet Insurance Team.
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