UK PETtrac Database Reviews 217

I spoke to Megan today, and she was perfect. She resolved the issue and turned what was initially a sad call into a positive experience.
Thank you, Megan.

Think very carefully before using Petrac.

If you claim - even though you are covered it takes an eternity to have your claim approved . I have been waiting for several months - claim currently with the underwriters ... calling weekly.... for an update - I am currently 6 weeks into their complaint procedure .... investigation still ongoing... 2 weeks before they will give us a response to the complaint. Why 8 weeks I hear you say ! who knows !
I feel sorry for anyone who is struggling financially and dependent on cashflow having to wait for a decision on an expensive claim . The whole purpose of insurance is reassurance and cover.
Very Very Poor. Prove me wrong Petrac !!!!

Rachael was so helpful in getting my second pet officially registered on the database! She educated me on where to keep my details up to date and I feel so relieved in finally getting this resolved :) thank you so much for you patience and help xx

Beautiful collar engraved plaque for my cat, delivery was fast and very good quality item.
Thank you!

Our cat was sadly killed on Sunday 17th August 2025 and taken to the only vets open, in Thornbury. When scanned he was already registered as "deceased." In the meantime my husband and I were still hoping he would return home, completely unaware what had happened. I even put up Missing posters in the area. Two days later a friend sent a Facebook screenshot to me of a post of a cat killed at the end of our road. We contacted Thornbury vets and it was of course him. So instead of being notified on the day it occurred, which is the whole point of having your pet microchipped, we spent a further 2 days of heartbreak not knowing what had happened to him. I rang my vet, who stated it would be PETtrac's error as vets only register the microchip, and are legally unable to make any amendments. They gave me my cats chip details and the phone number for PETtrac. I rang on Wednesday to find out why and how Zack had been registered "deceased". The man I spoke with at PETtrac was the most unsympathetic or empathetic person I have ever had the misfortune to talk to. I asked he clarify what pets/names he had on the database registered to me and he gave me the chip number for Zack, as well as my previous cat Spike. I asked him to clarify their "status" and according to him Spike was "alive" and Zack was "deceased." I challenged this stating that Spike had died in July 2024, and Zack had only been dead since Sunday and asked he explain how this had occurred. He tried to tell me that an email was received in November 2024 with Zack's chip details stating he he had died and that someone must have sent the incorrect chip details. It certainly wasn't me and wouldn't be my vets either. When I asked who had sent the email he refused to tell me. This is PETtrac's error and I have no idea how it has occurred, but they caused my husband and myself unnecessary heartbreak due to delays in being notified. Were it not for my friend contacting me, we would still be in the dark now. I have been told by my vets this happens quite often and my suggestion to everyone is check your pets status to make sure they are still registered "alive". I have a feeling that my pet Zack has been registered "deceased" from the day the chip was implanted. I also had no apology from the man I spoke with about this.

Had to change some admin details for my two cats, spoke to Gemma who was polite, helpful and friendly and she updated everything in seconds, much appreciated, thank you Gemma!

The first company I've encountered that charges £6 to update your address details.

Rachael was amazing. I thought it was going to be a complicated phone call as rescue dog has two microchips, but she was very patient and stayed on the phone whilst I made the changes - and then said that they wouldn't charge me to register the additional chip.

Hello, had to do some updates on my account and Rachael was extremely friendly, knowledgeable and most importantly very patient to make all the changes with and for me.

Got straight through to someone on the phone and they answered all of my questions quickly and professionally.

Nice, helpful company to deal with

The customer service assistant I spoke to couldn’t have been more patient and helpful: Excellent service.

Amazing staff 👏 both ladies were so helpful ☺️

Very rude call handler when I was calling from a vets to obtain some information for a very worried owner. If you have lost your pet I wouldn’t recommend calling these, the young man needs customer service training.

terrible system. I already paid out extra to get a premium account - not much point because I've moved house and not a single one of my pets is showing on my account. It won't let me add or link them and now waiting 2 days apparently for Pettrac to bother replying to my email and in the meantime, I'm breaking the law by having outdated details despite hours trying to fix it. Rubbish.

I am withdrawing my review as it was posted in error .

I was attempting to update my dogs details and link another dog, I couldn't remember some details. I rang and spoke with a lovely girl called Gemma who was very patient, explained everything to me and sorted out my issues. Thank you Gemma

Yesterday was the first time I'd had dealings at length with PETtrac. I've recently taken responsibility for a stray cat who frequents my next door neighbours' catio and until recently was wandering far unneutered, with no ID, no insurance, no AirTag and no-one looking out for him. I decided I wanted to take steps to protect this cat should he ever get lost or find himself in an accident. The first time I'd made contact with PETtrac yesterday I did have a few issues which went unresolved by the end of the phone call and left me really frustrated. I picked up the phone again today in the hope of resolving those issues and was lucky enough to get through to an excellent ambassador for the company, a lady called Rachael. From the off she was really helpful and professional. Rachael and I painstakingly went through all the details for the microchips of three of my four cats. (My other cat, the vet registered with another company). In all, it took us 35 minutes so not a quick call at all, but Rachael was professional, patient and diligent. I came off today's call satisfied that I could finally tick this off my to-do list safe in the knowledge that I've done everything I can to ensure my cats' microchips contain all the essential, correct details needed in the event of loss, theft or an accident. Furthermore, I have since been contacted by another excellent ambassador for PETtrac, Ben, a Supervisor who explained why I was having issues yesterday. Although the initial experience was not great both Rachael and Ben were excellent to deal with. Before Ben's call I'd already recommended a rescue friend to deal with Rachael should she ever need to contact the company. After today I would have no hesitation in recommending PETtrac. Well done team!

Fees fees and all takes long and emails etc..

Use HOMEAGAIN, all stuff for owner is free, transfers, adding to database etc

I scanned a lost cat, and reported it to PETtrac at 7pm at night. The phone was promptly answered and I explained the situation. Whilst I was holding on the phone line, the lovely operator called the owner and we were then able to reunite the cat with its owner.

A fantastic microchip company that doesn't just obsess over money - so much better than one of their competitors, SmartTrace.org.uk - who literally can't be bothered to answer their phones, reply to emails, or facilitate in any way in the reuniting of animals with their owners. They just want to sell their Microchips!

Thank you PETtrac for your excellent service. You're simply amazing. :)