Pet Insurance Reviews 

Absolutely appalling service. This company is happy to take your money but paying it out is another matter. The words theft and daylight robbery spring to mind. Has taken months now to get my money paid - excesses are high and even though our claim has been approved (which took forever) it has now been 6 weeks and still no payment. Whole point of the lifetime policy is to be able to claim back money quickly due to constant vets fees being paid but it’s pointless with this company. Avoid like the plague is my advice.

I can not warn people enough to stay away from this company. We took out a whole of life policy for our dog nine years ago and have recently had to make a claim.

We have paid over £3,000 to this company in premiums over the years but our claim has been a total farce.

We submitted a claim of just over £560 following emergency treatment our dog required, it has taken over fours months to date and is still not sorted.

We have today been informed that the excess on this policy is £244 and we also have to pay an additional 20% of the total claim in excess, so over £300. Our own policy documents state the excess is £169 with no mention of the additional 20%.

Clearly if you have a whole of life policy like we do you are totally stuck and if they decide to make changes to the policy (without notifying us), there seems very little you can do about it. We asked about moving providers and they basically said well you can't it is a whole of life policy.

Talk about being over a barrel. I will be making a formal complaint and plan to refer this matter to the financial ombudsman. But if anyone is considering taking out a policy with this company please don't, you will regret it.

Avoid like the plague.
If anything, Read all the other posted reviews.They don't even have the decency or integrity to tackle customer concerns as demonstrated on TrustPilot.

If you read reviews on their own webpage, they’re nearly all positive. Have you tried leaving a review on their own site? It doesn’t allow you to. THEY ARE DECEIVING (POTENTIAL) CUSTOMERS.

They will avoid payouts with whatever means they have to hand.

Made a claim in Jan 2018 advised it will take a little time to process, chased in Feb advised agreed and in progress, chased in March advised a payout will be made in the next week or so. Chased end of April and they won’t answer the phone with the most annoying hold tone that I can only assume is designed to irritate you so much you hang up. Managed to get through after a 50 minute wait and they advised they have such a back log of claims and settle these in the date order which means that it’s taking 5 to 6 months to settle a claim and the back log is getting bigger. They accept liability but won’t be able to process a bacs transfer for another 15 working days. This company is an absolute sham don’t be fooled by the lower premiums it’s pointless if they avoid paying out on claims.

I would not recommend this provider. The premiums may appear attractive at first glance, but the policies contain high excesses. In addition, they have a very poor record for paying out claims. I had confirmation from them four weeks ago that my claim had been assessed, and I was provided with verbal confirmation of the amount to be reimbursed to me. I have still not received payment. When I spoke to them last week I was told that payment decisions rested with the Management Committee and no-one was able to tell me when the funds will be released. On a previous occasion I was told that the Management Committee will only issue reimbursement cheques up to a certain amount each month. Which means that if a large claim is in front of mine in the queue, I could wait an indefinite period of time. I think this policy is totally unacceptable. Avoid this provider.

Hello

I am getting a little frustrated with your lack of customer service.

I emailed the claims email on Thursday morning as my cat is unwell and so I needed a claim form.
I also emailed the policy admin email on Thursday morning as I appear to have never received my policy documents despite my policy premium being taken every month.
Finally having looked through all my emails I can see that you have not even acknowledged my change of address from when I moved back in September. This email was sent on the 14th September.

I love the reviews they have on their website if you notice very few have actually tried to claim.

Four months after they confirmed receipt of my claim form I have yet to receive any money. A couple of months ago they asked for confirmation of bank details and then things have gone quiet.

I suppose you pay for what you get - it was cheap - but the reviews they quote are so misleading.

Had dog insured with them for three years under a lifetime policy. My pet now has arthritis and had to be put into painkillers. I put a claim in under the policy in January 2018 three months later they have still not paid the claim and are doing everything they can to get out of paying. They are now asking for medical history from 3 years ago back to 2015. They have already had his history for 2016, 2017 and upto date in 2018. Have now referred case to ombudsman. Do not insure your pet with this company. Either go for a better company (pet-plan more expensive but at least they seem to honour their policy) or put away some money each month to cover vets bills.

After a year they 'leave on' benefits which are 'free' for the first year. They took an extra £5 a month for a the benefits I never asked for which included PPI. It's obvious the company do it covertly so people don't notice as I do read through the terms and conditions but somehow missed this. Was very disappointed as I went with them because they had good reviews. I never needed to claim but had to chase any emails I sent after waiting over a week each time. Explained how disappointed I was and they really didn't seem to care. Said they'd pass on the information. Left company as soon as possible. (They also mention 'Lunar months' which was a new one to me!)

Terrible they just don't pay out, my dog got sick on Chrsotmas eve, i think the claim was in by mid jan ( v straght forward she ate abox of chocolates!) and it's end of march and no payout. Over amonth ago once i complained they said my claim had been aprroved and passed to payments processing, but they couldn't say when it would be paid. And a month later still nothing. Dreadful - avoid.

Absolutely terrible service, happy to take your money but don't like paying out! Took my bank details for payment and still nothing over a month later. This company must have training in excuses! If payment has been authorised then pay me!!😠 Obviously keep prices low by not having enough staff.
No point in taking Insurance out with this company, avoid and pay a bit more!

Pet Insurance.co uk
People who say pet insurance.co.uk, is great, well it all goes ok until you want to claim, we PAYED £200 a year to this insurance.co.uk, for 3 year +, then tried to make a claim. For £400 pounds, but I NEVER told them that my dog had a hole in his bum also 4 feet and a tail, guest what, if you want any money from us you can kiss our bum.. ok everyone.

5 weeks after claiming and still waiting to be paid. Policy states you will hear from them after 5 days but I have heard nothing. I have now called four times. First time I was told they were behind with the high level of claid, 2nd time they have received my claim, 3rd time it will be complete in approx 2 weeks and toady was told it is with accounts and will be paid soon. Although they didn't have a log of any of the other calls. Excess for next year has gone up again and they add extras to the policy and charge you more until you call and ask them to remove the products. Appalling!

Terrible insurance company, £300 worth of vets bills, the first and only time I tried to claim in 6 years, I got £25... Avoid at all costs

This is the worst pet insurance on the market AVOID AT ALL COSTS i wish i had read the reviews first, but never again . i have a claim going on from early december for £140 .you ring them they are rude tell you its being sorted nothing happens ,you speak to claim managers they do the same its really not worth the hassle and stress this provider put you through

Again, 2 months to settle a claim and that's with chasing weekly. Same old story.... busy, short staffed and general fobbing off. Claim over a year ago took 3 months to settle so permanently short staffed?
90% of other pet insurers settle 10-14 days without prompting/chasing. More efficient providers out there and recommend avoiding PetInsurance.co.uk if you expect settlement of any size claim within 2-3 months. Appalling service.

AVOID AT ALL COSTS!!!!
Worst insurer I have ever been with. Its now nearly 2 months since my claim was submitted and still no payment - it took them 3 weeks to add to the system. Also on my previous claim they were supposed to pay the moment to the vets but instead paid it to me. I was moving house at the time so didn't notice the money coming in then 7 months later got a call from the vet saying I had to pay the whole balance as Asda had messed up. Finally the numbers on the website don't work, an automated messages suggests that you call another number but how am I supposed to do this whilst am on the phone already having call the other number. Absolute embarrassment of an insurer.

It is now coming up to 2 months since a claim went in for our cat. First they did not acknowledge the claim, then when called they said they had high claim volumes. After emailing/calling several times (a month later), we we told it was with the actual insurance people (they are just a front) and NOT to contact them again as there was nothing they could do. Nearly a month has gone by since then and they still haven't paid (and we are not talking about an insignificant sum here), they haven't responded to emails but have been happy to put up our premium and take money from our accounts. Avoid this company!!!

Do not touch them. It’s clear they are out to scam you out of what they can. I have a 8 year old dog claim free and a monthly premium of £50 exactly £600 a year. Just had a renewal of wait for it. £1656.05 that’s over 100% increase no explanation other than he is now 9 years old. Not only canciled this policy but car and house. Total Robey. No not use them if you care about your animal.

Why didn't I come here first instead of last and save myself some time?

We just bought a new dog. I was told this was a good insurance company by a friend but I can't marry that up with my experience.

> Went online and got a quote for a lifetime policy. Back comes a low monthly premium. Turns out to be lunar months and is 13 payments pa (in fairness, the word 'lunar' is clear).
> However the annual payment, which you don't see until the next page, is 75% of the lunar monthly total (£150 vs £200). That smells a bit like rip off marketing. And another however is that the vets bill sum insured drops from £4,000 to £3,500 pa with the annual policy.
> Noticed the quote had a 45% new policy discount + 10% online discount so rang them to find out about year 2 charges. This is a lifetime policy so it's no good thinking like car insurance shopping around next year
> New business couldn't explain what happens. Just kept banging on about rises in Insurance premium tax, dogs age, postcode etc. Told me it does not come off all at once. A little bit is dropped each year. Asked how much and was told she couldn't tell me
> Rang existing customer services who couldn't explain it either and went through what by now sounded like a scripted response to an FAQ

Have concluded that it smells, looks and reads like a t**d so won't be touching them, even with one of our pleasantly scented poo bags.