Petguard Reviews 291

I would not use this company if they were the last insurance company in the UK. They are appalling. I have reported them to the Financial Ombudsman. My vet refuses to process any claims through them. Go to Many Pets they are great - just give Petguard a big NO thanks!

I had to make a claim back on the 6th April 2022 and I am still waiting for my claim to be settled. Every time I have spoken with them they keep saying that they are dealing with my claim but they have got a high demand at the moment. I am also being told that they have a 8-9 week turn around time for any claims. This is totally unacceptable. I have now logged two complaints regarding this appalling service.
Anyone thinking about taking out a policy with Petguard I have one word to say DON’T.

Absolutely awful experience with PetGuard.
Wait hours on the phone and still don't get through to someone who can help. Don't respond to emails and thinking back when I took out the policy they made mistakes on it. I wish I had stuck with Agria. If I could give no stars I would.
Staff still working from home. No excuse now. Sort it out Petguard.

In response to Petguard reply. I look forward to speaking to someone, perhaps you Petgaurd, as the company I bought my policy through should look into the shocking service YOUR clients are getting through the third party. I hold YOU responsible.
If someone does contact me I shall be sure to update this review.

Steer well clear folks!!! Awful service from Pet Guard if you try to make a claim!! Managed to eventually get a claim form after waiting on the phone for 40 mins on 3 separate occasions as well as sending emails. I have suggested to them several times that they put a downloadable copy on their website to no avail. Claim was eventually acknowledged 16 Feb and I am still waiting for them to “continue their assessment” as of 27 May. Emails are just automated and I have had the “high volume of claims” excuse on several occasions now. Took them 9 weeks just to ask for my dog’s previous veterinary history, of which he had none, so they are using that as a reason not to pay out. They can’t quote in their policy where it specifically says your dog must have previous veterinary history or they won’t uphold your claim. I’m only claiming for £100 (after the £150 excess) for a bout of bad diarrhoea 19 months after initially taking the policy out and they are trying to say it is a pre-existing condition! All this has been very time consuming. A very awkward, frustrating and unhelpful company to deal with!
UPDATE!
Even after clearly not wanting to renew with them and telling them both verbally and in writing as well as cancelling my direct debit, they have sent me a renewal email and now an email to thank me for renewing with them! They have NO CLUE what is happening in their business!!!

Absolutely atrociaous service.
15th March I started a claim for my pet's drugs, it's now 26th May!
I have emailed time and time again to get them to confirm they have everything they need to process the claim, only to get an automated response saying they will try to reply within 5 - 7 days !! then, if they do finally respond, it's just a "we're still dealing with your claim" answer.
If I were you, I'd not give them any money.

Similar to another recent review - Dreadful level of service for claims.

They won't preauthorise, so you are sat waiting on them to review claim forms while praying they will accept the claim.

They have ignored 2 emails, 3 contact requests, failed to call me as promised on calls twice and caused me to sit on hold for around 30 minutes on each of the four calls I made to them to try find out what is going on (my claim was acknowledge 23 December).
On each call they assure you the claim is with the assessors but they are delayed and can’t give any indication when it will be reviewed.
For the amount they charge I am disgusted and have given up hope of them ever actually reviewing my claim so am having to work out how to pay the bills accrued to date myself despite having an insurance policy.
The complaints process is equally as bad, finally got a acknowledgement in the post 1 week after submitting it. But guess what minimum of 5 weeks to update on that (I’m not holding my breath).

**update** They actually called me back today....to advise they now have an internal IT issue preventing any assessment of my claim... with no date on when that will be resolved. So 6+ weeks since acknowledging the claim there is now further delays because they just noticed an "IT Issue".

I have had cause to put in a claim and have been appalled at the timeline / responses received so far. The request for a claim form was made on 30/11/21 and I had an e-mail on 22/12/21 confirming that they had received the completed form from the vet. I have e-mailed twice since this for an update as it is now 6 weeks and both times the response has said they have a lot of claims and that it will be reviewed in due course. I am currently waiting on the phone to speak with them - it is 38 minutes and still no one has answered. Has anyone actually made a claim and been paid or even been able to speak on the telephone with them? I am beginning to think that this really might be a false company .

Only been with petguard for just over a year and so far it’s been good.

good service exellent pet insurance covers all my working dogs needs

We need to make a claim first one tried numerous times ringing them to find out what we need to do they never seem to answer the phones. Have emailed twice they say they will be in touch if it's urgent ring them which is what we have been doing. We have just had to pay are vets so I am hoping someone will be touch asap. This is our first claim they are happy to take your annual premium quick enough but getting any help is disgusting plus are premium went up by almost 100 pounds this year. Not sure if we will stay with them once are renewal is up end of this year. We have had to use our credit card today

Unfortunately i cancelled my auto renewal on 31st Dec and a payment was taken on 7th Jan which i had to chase for a refund. Havent made a claim so cant comment about this.

Easy to set up, clear and good price

Really user friendly quoting system, well priced for working dog insurance. Haven’t had to have a claim yet but like the option the insurance will pay the vets if needs be. Instead of having the customer pay them first. Piece of mind that our dogs will be covered if anything happened to them and have third party liability insurance as well.

Took numerous phone calls to sort my renewal out

Brilliant easy working people

Price went up 20% after one year. Making this insurance now ridiculously expensive and now no longer a competitive price.