Frank make submitting a claim simple. When you're worried and scared about the health of your beloved family dog, they handle your claim efficiently, liaising directly with the vet and paying our clai... See more
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Review summary
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Very simple process when we unfortunately had to make a claim for our old dog who was attacked by another dog off its lead, they thereafter claimed the money back for the surgery from the other dogs o... See more
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Wow very quick and the email response was very quick almost instant, the gentleman I spoke to on the phone was helpful , informative and patient he understood how worried we were. The claim was s... See more
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Unfortunately we had to make a claim for our much loved, but very poorly cat. After making the very difficult decision to have her put to sleep we contacted the insurance company who were compassionat... See more
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Company details
Written by the company
Honest, simple, game-changing pet insurance. We're also majorly pet obsessed, which means we always put your furry friends first.
Contact info
100 Bishopsgate, EC2N 4AG, London, United Kingdom
- info@frankpetinsurance.co.uk
- www.frankpetinsurance.co.uk
4.5
Excellent
984 reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Fantastic service
Fantastic service - even when my little frenchie sadly passed away suddenly everyone was so lovely.
August 4, 2026
Reply from Frank Pet Insurance
Hi Becky, I'm sorry to hear about your little frenchie, we all understand what a difficult time it can be to lose a beloved pet, and we try to make the claim process as simple as possible.
Reply from Frank Pet Insurance
Hi Martin, thank you for your feedback. Our claims process is very efficient, once we receive all relevant information, a claim can be processed within a few days.
Reply from Frank Pet Insurance
Thank you for your review, we are always happy to help our customers! 🤩
claim process was simple and quick
claim process was simple and quick. Dealing directly with the veterinary practice to settle the claim removed a lot of the stress involved.
July 30, 2026
Reply from Frank Pet Insurance
Thank you for your feedback Richard, we are very proud of our efficient claim process! 🤩
Frank customer service is excellent
Frank customer service is excellent - I emailed with a query first thing and by 10am it has been resolved with new policy documents sent out - I’m happy to have all three of my dogs with Frank now.
July 27, 2026
Reply from Frank Pet Insurance
Hi Angharad, thank you for your review. We aim to respond to our customers within an hour during working hours of 8am-5pm, Monday to Friday and we are always happy to help! 🐾
Fast response to a question
July 31, 2026
Reply from Frank Pet Insurance
Hi Jayne,
Thanks for the great feedback! We’re glad we could answer your question quickly and keep things simple. That’s exactly the kind of no-nonsense service we aim to provide.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Christopher,
Thank you for the fantastic review! We’re delighted you found the application process incredibly easy and that Frank stood out as the best option for you. Welcome to the family!
The Frank Pet Insurance Team.
Great quick response to an enquiry I…
Great quick response to an enquiry I had thankyou.
July 30, 2026
Reply from Frank Pet Insurance
Hi Chrissy,
Thank you for the lovely feedback! We’re so pleased our team could respond quickly and help with your enquiry.
The Frank Pet Insurance Team.
Simple and easy process
July 30, 2026
Reply from Frank Pet Insurance
Hi there,
Thanks for choosing Frank! We’re delighted to hear that taking out your policy was simple and easy, exactly how pet insurance should be. Welcome to the Frank family!
The Frank Pet Insurance Team.
Quick and easy to set up my policy…
Quick and easy to set up my policy great price for my older cats
July 30, 2026
Reply from Frank Pet Insurance
Hi Tracy,
Thank you for the lovely review! We’re so pleased you found setting up your policy quick and easy, and that the price worked well for your older cats.
Welcome to the Frank family!
The Frank Pet Insurance Team.
Frank make submitting a claim simple
Frank make submitting a claim simple. When you're worried and scared about the health of your beloved family dog, they handle your claim efficiently, liaising directly with the vet and paying our claim without fuss. Excellent service and stress free, just when you need it most.
July 21, 2026
Reply from Frank Pet Insurance
Hi there,
Thank you so much for your kind words. We know how worrying it is when a beloved pet is unwell, so we’re really pleased our team could make the claims process simple, work directly with your vet, and take some of the stress off your shoulders. We hope your dog is feeling much better.
The Frank Pet Insurance Team.
I won't be renewing my policy after 5 years
After four years of paying for what I believed was comprehensive pet insurance, this claim has completely changed my opinion of Frank Pet Insurance.
My claim was reduced by £135 because the insurer decided my cat's symptoms had started during normal surgery hours, based solely on the incorrect wording of the veterinary notes. When I explained that I had actually told the vet the breathing changes only occurred in the evening, I expected my appeal to be considered fairly.
Instead, despite the veterinary practice confirming that I disputed the notes and providing that information to Frank, the decision ultimately came down to the treating vet's original notes which were wrong. My own account of what happened during the consultation, plus my witness, carried no weight at all. The appeal process therefore felt like a formality rather than a genuine review of the circumstances. The outcome remained entirely dependent on the very records I was disputing.
What disappointed me most was the lack of common sense. If a customer says the clinical notes don't accurately reflect what they reported, there appears to be no meaningful way to challenge them. You're effectively told that whatever was written at the time is treated as unquestionable, even when that wording has significant financial consequences.
I've paid premiums for years believing I had cover for emergencies, only to discover that a few words in a vet's notes can determine whether an out-of-hours claim is accepted or rejected. That isn't the level of customer protection I expected from a company I've remained loyal to.
Sadly, this experience has left me with no confidence in Frank's appeals process. If you're considering this insurer, be aware that if there's ever a dispute about what's recorded in your pet's medical notes, your own account may make little difference. After four years as a customer, with two elder cats and expensive pet insurance, I won't be renewing my policy.
July 28, 2026
Unprompted review
Reply from Frank Pet Insurance
Hi there,
Thank you for your feedback.
When assessing claims and any subsequent reviews, we consider all relevant information available to us, including information provided by the policyholder and the veterinary practice.
Decisions are made based on the evidence available and in line with the policy terms and conditions. For the out-of-hours claim, while our policies do include cover for life-threatening emergencies, they don’t extend to out-of-hours charges if your pet could have safely been seen during normal vet hours.
That said, we do still cover standard consultation costs and any eligible veterinary treatment in those situations.
The Frank Pet Insurance Team.
That dreaded 20% - 25% extra not there
Why I chose this - that 20% - 25% for a condition was not there.
July 26, 2026
Reply from Frank Pet Insurance
Hi there,
Thank you for choosing Frank! You’re absolutely right, our policies don’t include an additional co-payment when you claim.
We’re delighted this gave you the confidence to choose us.
The Frank Pet Insurance Team.
Excellent speedy service again
July 24, 2026
Reply from Frank Pet Insurance
Hi there,
Thank you for the fantastic review! We’re delighted your claim was paid quickly and that you received another excellent experience from our team. We know how important fast, straightforward support is when your pet needs care.
The Frank Pet Insurance Team.
I was disappointed at first as I could…
I was disappointed at first as I could not just pick up the phone and talk to someone. However, the web site was well designed and the process simple, and it worked. Claim settled in 2 weeks.
July 21, 2026
Reply from Frank Pet Insurance
Hi Diane,
Thank you for your feedback.
We’re glad our website made the process simple and that your claim was settled promptly.
We do offer our callback service, and our team will be happy to get in touch with anyone who requests a call, with a time that suits them, this prevents waiting in long call queues.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Tina,
Thank you for the great feedback! We’re pleased our Customer Success Team could provide a quick, helpful response and that you found our premium reasonable and service efficient. Straightforward support and no-nonsense cover are exactly what we aim for.
The Frank Pet Insurance Team.
Super quick and super easy to get and…
Super quick and super easy to get and pay for the insurance.
July 14, 2026
Reply from Frank Pet Insurance
Hi there,
Thank you for your fantastic review! We’re delighted to hear you found getting your insurance quick, easy and straightforward. We believe protecting your pet should be hassle-free from the very start, so it’s great to know that was your experience.
Thanks for choosing Frank!
The Frank Pet Insurance Team.
Frank have been very helpful and…
Frank have been very helpful and compassionate with me. I am awaiting the decision on my claim.
July 13, 2026
Reply from Frank Pet Insurance
Hi Angela,
Thank you for taking the time to leave a review. We’re so sorry for the loss of your pet and know how difficult this must be.
We’re glad our team has been able to support you with care and compassion. Your claim is being reviewed, and we’ll keep you updated as soon as a decision has been made.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Thank you for your review, we're glad you are happy with our efficient service! 😊
quick and easy
July 10, 2026
Reply from Frank Pet Insurance
Hi Gerry,
Thank you for your review! We’re delighted to hear you found the quote journey quick and easy. We like to keep things simple, straightforward and no nonsense from the very start.
The Frank Pet Insurance Team.
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