This company made me feel like a criminal being interigated. They looked for any detail to turn down the claim on until they manage to find one. Would promise updates when you call them that were no... See more
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See what reviewers are saying
We had a good experience with Swinton Pet insurance. I’ve only given 4 stars as when I first filled in the online claim form this didn’t process properly and my claim wasn’t registered. But after call... See more
Company replied
Very easy to use website, clear information provided and clear and convenient instructions after set-up of new policy. So far so good but it's the first time I've taken a policy out with Swinton ins... See more
Company replied
After a few months of stress with my cat who'd gone into heart failure and lots of appointments and scans. I was given a £3000 bill. Luckily enough I had Swinton pet insurance. I was worried about the... See more
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Company details
Information provided by various external sources
Offers wide range of insurance products. Includes branch locator, addresses, and company profile.
Contact info
United Kingdom
- swinton.co.uk/pet-insurance
3.7
Average
225 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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APPALLING SERVICE
Absolutely shocking service. Two claims (for same condition and treatment) originally submitted at the end of June, all relevant information submitted by vets at the time (why wouldn't they send everything - they want to be paid after all!), and now over a month later at the end of July the claims haven't even been assessed, let alone paid. We are in the very embarrassing situation of the vets chasing us for payment, making it look like we're guilty of running away without paying. Even worse is the fact that they claim not to have received the second online claim form submitted - the clam handler I spoke to said she didn't know there was an online claim form option (really???) and that claims are not initially handled by the claims department, they are apparently handled by the customer services team and "screenshots" are then sent to the claims team. What kind of half-baked system is this? It's no wonder claims are not processed within any kind of reasonable timeframe.
Anyone reading this, please give this company a very wide berth if you're considering taking out a policy with them. I will most certainly be taking my business elsewhere. Incidentally, our vets were reluctant to agree to being paid by the insurance company because of past issues with this provider - now I know why.
July 31, 2024
Unprompted review
Reply from Swinton
Thank you for bringing this matter to our attention. I'm sorry to hear that your claims have not been assessed or paid, and that this has caused some embarrassment for you.
Please note that as a broker, we have no authority to handle claims, and this is all handled by a third-party claims company. However, we do take your complaint seriously, and we encourage you to contact us via the link below if you would like to discuss your concerns further or log a formal complaint:
https://www.swinton.co.uk/contact-us
Thank you for your understanding in this matter. We value your trust and loyalty as a customer, and we'll do everything we can to assist you.
Kind regards,
Beth @ The Social Media Team
Reply from Swinton
Hi Christine,
Thank you for leaving a review on Trustpilot for your Swinton Pet Insurance. We are thrilled to hear that you found our prices competitive and the level of cover comprehensive. Our team works hard to provide a high level of service, and feedback like this keeps us motivated.
If you require any assistance with your policy in the future, please do not hesitate to get in touch.
Kind regards,
Beth @ The Social Media Team
Really disappointing Pet Insurance
Pet insurance for cat.
Really disappointing service. Claim supposed to be settled within 4 weeks and it was much longer. My initial claim for arthritis was paid for in May but when I put in a continuation claim for the same treatment the following month the vet notes were gone through with fine tooth comb to try and prove that the arthritis was linked to a road traffic accident from over ten years ago which therefore wouldn’t be covered due to pre existing condition as this was before I adopted my cat. I was emailed several times to confirm if I had said things in a vet consultation from 2 months earlier e.g ‘can you confirm if you said this has been going on for over 2 months’ - another way for them to get out of paying the claim as the 2 months prior would have been before I took out insurance. Just highly disappointed and frustrated at the way the claims department have gone about clearly trying to find any way to get out of paying for treatment and linking it to something from 10 years ago, despite having nothing on clinical notes from 10 years ago till now - utter joke! Do not insure with this company.
July 23, 2024
Unprompted review
Reply from Swinton
Thank you for bringing your concerns to our attention. We're sorry to hear about your disappointing service experience with the settlement of your claim. As a broker, we must inform you that we have no authority over the handling of claims. However, we genuinely apologise for any distress or inconvenience this has caused you.
We understand that this must have been truly frustrating for you, but we are committed to providing the best possible service to all our customers. If you would like to discuss your concerns further, or log a formal complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
We take all feedback very seriously, and we hope to have to opportunity to serve you better in the future.
Kind regards,
Beth @ The Social Media Team
New cat policy
If was quick and easy to fill all the necessary forms and the price was reasonable.
July 8, 2024
Reply from Swinton
Hi Pamela,
Thank you for taking the time to leave a review about your experience with Swinton Pet Insurance. We are thrilled to hear that you found the process quick and easy, and that the price was reasonable. Our goal is to make pet insurance accessible and stress-free for our customers, so it's great to know we're meeting those expectations.
If you have any further questions or concerns, please don't hesitate to get in touch. We appreciate your business and hope to continue providing you with excellent service.
Kind regards,
Beth @ The Social Media Team
I would look elsewhere for pet…
I would look elsewhere for pet insurance.
This is not the first time I’ve had a bad experience with home insurance last time but I thought they would be better this time round.
They barely cover anything when your pet is ill even for stuff that is needed to diagnose why they are ill. When your pet passes away you end up owing them money.
I was called daily after my pet passed away to call them to talk about the procedure for closing down a policy when a claim is still ongoing. When I eventually managed to get through days later, was told it had already been cancelled and that was that! No explanation about what would happen going forward.
Will never ever use this company again. Will pick at everything to get out of paying what is owed. You’re better putting money aside than give it to these people.
July 1, 2024
Unprompted review
Reply from Swinton
Thank you for taking the time to leave your feedback. We are sorry to hear about your loss. Our aim is to provide our customers with the best possible service, and we are sorry that you feel we let you down on this occasion.
If you would like to discuss your concerns further or log a formal complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
We take all feedback seriously and would like the opportunity to investigate this further to ensure your concerns are addressed.
Kind regards,
Beth @ The Social Media Team
Swindling and scamming
June 20, 2024
Reply from Swinton
We're sorry to hear that you had a negative experience with Swinton Pet Insurance. We take all customer feedback seriously and would like the opportunity to address your concerns.
I can confirm that we do not swindle or scam our customers and we aim to give them the best customer service possible If you would like us to look into this or make a complaint, please follow the link below.
https://www.swinton.co.uk/contact-us
Kind regards,
Hayley @The Social Media Team
excellent service
It was so easy to switch to your company excellent service and a great price
April 22, 2024
Reply from Swinton
Hi Mary,
Thank you for your kind words regarding our service and pricing. I am glad to hear that you found the process of switching to Swinton easy.
At Swinton, we endeavor to provide transparent and competitive pricing to give our customers an excellent experience.
If there is anything more we can assist you with, please don't hesitate to get in touch.
Kind regards,
Beth @ The Social Media Team
Reply from Swinton
Thank you for taking the time to leave such a positive review about your recent interaction with our team at Swinton Pet Insurance.
We are thrilled to hear that you found your experience to be efficient, knowledgeable, and polite. At Swinton, we take pride in providing exceptional customer service, and it's always great to hear when we are delivering on that promise.
Please don't hesitate to get in touch with us again if you need further assistance with your pet insurance policy or if you have any further feedback.
Thank you once again for choosing Swinton.
Kind regards,
Samantha @ The Social Media Team
Reply from Swinton
Hi Pat,
Thank you for taking the time to leave a positive review of Swinton Pet Insurance on Trustpilot. We are grateful for your feedback and delighted to hear that our service was quick and efficient.
At Swinton, we always strive to provide our customers with the best possible service, and it's fantastic to know that we've succeeded in your case.
If you have any further questions or feedback, please don't hesitate to get in touch with us. We're here to help!
Thanks again for choosing Swinton Pet Insurance.
Kind regards,
Beth @ The Social Media Team
Reply from Swinton
Thank you for choosing Swinton Pet Insurance and for leaving a positive review on Trustpilot. We're glad to hear that you found our service efficient and competitive.
If you have any further feedback or questions, please don't hesitate to get in touch. We're always here to help.
Kind regards,
Samantha @ The Social Media Team
Easy to setup
Easy to setup, good price, spoke to a gentleman on the phone about existing conditions who was really helpful.
March 26, 2024
Reply from Swinton
Hi Claire,
Thank you for leaving us a review. We are delighted to know that our insurance was easy to set up and offered a good price. We are also glad to hear that our representative was helpful when discussing the existing conditions.
At Swinton, we pride ourselves on providing top-notch service to our customers, and we are thrilled to learn that we have met your expectations.
Thank you for choosing Swinton Pet Insurance.
Kind regards,
Beth @ The Social Media Team
New dog insurance sorted out over the…
New dog insurance sorted out over the phone with broker Swinton. All questions were answered courteously and efficiently. Very pleased with the process and a good price in comparison.
March 7, 2024
Reply from Swinton
Hi Ursula,
Thank you for choosing Swinton Pet Insurance for insuring your new dog! We are thrilled to hear that we were able to provide you with a courteous and efficient service and were able to answer any questions you had; we always aim to deliver the best experience possible for our customers.
Please don't hesitate to contact us if you need any assistance with your policy or have any further queries, we'd be more than happy to help.
Kind regards,
Beth @ The Social Media Team
Customer service staff really helpful.
March 18, 2024
Reply from Swinton
Hi Satisfied customer,
Thank you for taking the time to share your positive experience with our customer service staff on Trustpilot! We're thrilled to hear that they were helpful.
If you need any further assistance, please don't hesitate to contact us.
Kind regards,
Beth @ The Social Media Team
After 2 days of cover
After 2 days of cover. It seems like a decent insurance. 5 stars would have been awarded if Swindon hadn’t outsourced the pay monthly aspect of the cover.
March 18, 2024
Reply from Swinton
Hi Adam,
Thank you for taking the time to share your thoughts on your recent experience with Swinton Pet Insurance.
We're glad to hear that you find the insurance to be decent after only 2 days of cover. However, we're sorry to hear that you were disappointed with the aspect of our service where payments are outsourced to a finance company. We appreciate all feedback.
Please let us know if there is anything we can help you with in the meantime.
Kind regards,
Beth @ The Social Media Team
Bit of rigmarole doing pay monthly
March 1, 2024
Reply from Swinton
Hi Mags,
Thank you for your message. I'm sorry to hear that you had some trouble with setting up our pay monthly plan. We're always trying to find ways to make our customer's experience easier, so your feedback is truly appreciated.
Please let me know if you have any specific questions or concerns about your policy, and I'll do my best to assist you.
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Swinton Social Media Team
Really good service from a very helpful…
Really good service from a very helpful young lady. This is my first time with Swinton, but so far I feel quite confident that they know their stuff! I'm sure this will be the beginning of a long and hassle-free customer/company relationship.
March 11, 2024
Reply from Swinton
Hi Rita,
Thank you for taking the time to share your experience with us and for your kind words. We're thrilled to hear that our representative was able to deliver great service and that you feel confident with Swinton Pet Insurance.
If you need any further assistance, please don't hesitate to reach out to us.
Kind Regards,
Beth @ The Social Media Team
Reply from Swinton
Hi Roger,
Thank you so much for taking the time to leave us a positive review. It's fantastic to hear that you received fast and efficient service from Swinton Pet Insurance. Should you need any further help or have any questions, please don't hesitate to contact us.
Kind regards,
Beth @ Social Media Team
Will they ever pay out …
I have been waiting for over a 28 days now for a claim. All they do is ask for more information from the vets, the dog only has so much history....
Just a constant battle to get any payout. To really take the biscuit they have also put the price up by £300 as I made a claim. I now pay £65 a month for pet insurance FFS.
Thanks for the reply from Swinton.
I have emailed , called and made a complaint to Swinton but still today 29 days after claim they yet again ask the vets for my pets history.
18/03/2024 I am still waiting for a settlement...having spent £1752 on vets bills since January. They have asked for all invoices to be spilt by the vets, eyes ears teeth so the vets have had to redo all invoices the medical history has been sent but I am still waiting.
Called and was cut off, on live chat they won't discuss claims, email say 4-5 days. Insurance has increased from £42 a month to over £70 a month.
No contact re complaint raised.
March 5, 2024
Unprompted review
Reply from Swinton
Hi Anne,
Thank you for providing further information so we could review your policy.
I have reviewed your policy and i can see that a complaint has been escalated to the insurer to investigation the concerns you have raised. The insurer will be in contact direct with yourself to discuss this matter further.
If we can assist you with any further queries, please do not hesitate to contact us.
https://www.swinton.co.uk/contact-us
Kind regards,
Michelle @ The Social Media Team
Went through compare the market Swinton…swinton Pet insure
Went through compare the market Swinton we have insured before with your terms of insurance one if the best ones and know your an older company.
February 20, 2024
Reply from Swinton
Hi
Thanks for reaching out! It's great to hear that you found our policy to be one of the best on Compare The Market. Let us know if there's anything else we can do for you, we're always here to help
Kind regards
Philippa @ The Social Media Team
Will I ever get my claim?
I have been waiting for over seven weeks for my claim to be refunded and constantly hold that I just need to wait however, on their website, it states that they should settle claims within four weeks. Really disappointed and constantly being asked just to call back? Wasting more of my time and when I do call, I have to answer security checks for three different people it is ridiculous
February 23, 2024
Unprompted review
Reply from Swinton
Dear Megan,
Thank you for your Trustpilot review. I apologise for the delay in processing your claim and the inconvenience this has caused you.
If you feel we have not provided you with the service you expected, I would like to apologise and request that you allow us to look into this further by logging an official complaint with our customer service team. We take all complaints seriously, and our dedicated team will investigate to ensure that we identify what went wrong and take appropriate action to ensure it doesn't happen again. Please contact us directly by live chat or phone, and we will begin the process of resolving the issue as soon as possible. We appreciate your feedback and thank you for your understanding.
Please let me know if you have any further questions or concerns.
Best regards,
Chelsea
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