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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m just about to start my second year with Frank pet insurance. I haven’t needed to call on their services but was happy with my original cover and price . I’ve recently revisited my second year wh... See more
Company replied
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
Company replied
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
Company replied
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
998 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Frank Insurance - Highly rated
Frank Insurance - highly rated
The team have been excellent, I applaud their persistence in following my claim especially when the vet was not responding to them for some time
Really easy process , they literally did all the hard work - Thank you Frank !!
December 18, 2025
Reply from Frank Pet Insurance
Hi there,
Thank you so much for your kind words and high rating! We're thrilled to hear that our team’s persistence and support made your claims experience smooth, even with a few vet hiccups along the way. At Frank, we believe no pet parent should have to chase paperwork, so we're always happy to handle the heavy lifting.
Thanks again for choosing Frank and give your furry friend a cuddle from us!
The Frank Pet Insurance Team.
Fantastic customer service
Fortunately I haven’t had to claim on my insurance so I cannot comment on the claims process.
I recently however found a more competitive price with a multiple discount elsewhere and decided to change insurance. As a result I asked Frank to cancel my policy at the end of the month. I made a mistake with the dates to line up my new insurance and make sure my pet had continuity of cover, and Frank were able to assist with this to ensure my pet was covered the extra 10 days. I am so grateful to Frank for putting my pet first even in the process of leaving them for a different provider. Despite perhaps not being the cheapest I could find, Frank definitely prioritised my pet over business and I am so grateful for this.
December 15, 2025
Unprompted review
Reply from Frank Pet Insurance
Hi Anna,
Thank you so much for your thoughtful review. While we’re always a bit sad to see someone go, we’re genuinely grateful for your kind words and the chance we had to care for your pet.
It means the world to us that, even during your transition to a new provider, you felt supported and reassured. Helping you bridge that cover gap was the least we could do, your pet’s wellbeing will always come before anything else.
We wish you and your furry friend all the best on your next adventure. And remember, if you ever decide to come back, we’ll be here, honest, ready, and pet-obsessed as ever.
Take care,
The Frank Pet Insurance Team
Great value
The price and was able to do direct debit and also no percentage of claim to pay and just an excess
December 12, 2025
Reply from Frank Pet Insurance
Hi Helen, thank you for your review and welcome to Frank! 🐾
Been very happy with the service so far…
Been very happy with the service so far with my current policy do had no hesitation including my new puppy
December 12, 2025
Reply from Frank Pet Insurance
Hi Wendy,
Thank you so much for your lovely review! We're thrilled to hear you've been happy with your policy, it means the world to us that you'd trust Frank with your newest family member too.
Welcome to your new puppy, we can’t wait to be part of their journey (and mischief)! If you ever need anything or have questions along the way, we’re just an email away at info@frankpetinsurance.co.uk.
Thanks again for being part of the Frank family.
The Frank Pet Insurance Team.
Broken promises
I set this insurance up about a year ago, transferring from PetPlan because we were paying more for pet insurance than for our life insurance. I signed up in good faith, believing the promises on their website—claims of honesty, being “game‑changing,” and putting pets first. I couldn’t have been more wrong.
Without my knowledge, they made medication an optional extra—something no other provider does. Our vets were shocked when they heard. When my boy Oscar developed a tumour, they refused to cover a drug that could have saved his life. On top of that, every claim related to his illness was only partially paid, often barely half. The final insult came with his death: despite their website stating death was covered, they claimed it wasn’t in the contract.
Thanks to their empty promises, we’re facing a much harder Christmas—without Oscar in our lives.
My advice: run as fast as you can to any other provider.
December 11, 2025
Unprompted review
Reply from Frank Pet Insurance
Hi Tim,
Thank you for taking the time to leave a review. Your feedback is extremely important to us.
Firstly, I am very sorry to hear about your loss. Losing a much-loved pet is truly heartbreaking, and we completely understand how difficult this must be for you.
Our assessors review claims carefully using all the information provided by both you and your vet. As with all insurance policies, decisions are made in line with the terms and conditions, which are clearly explained during the quote journey.
If you believe that any aspect of the assessment was incorrect, please contact us at info@frankpetinsurance.co.uk. One of our agents will be happy to guide you through our appeals process, where you and your vet can submit additional information for reassessment.
Kind regards,
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Linda,
Thanks so much for your kind words! We're really glad to hear our team was able to help and respond quickly to your query. At Frank, we’re all about keeping things simple, clear, and pet-parent friendly.
If there’s anything else you need, we’re just an email away!
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Karen,
Thanks for taking the time to leave a review! We're so glad to hear our team got back to you promptly, our team work super hard to make sure you are not waiting a long time for a reply.
If there's anything else we can help with, just give us a shout!
The Frank Pet Insurance Team
Very quick and easy to use
December 10, 2025
Reply from Frank Pet Insurance
Hi Charli,
Thanks so much for your lovely review! We're thrilled to hear you found the quote process quick and easy, that’s exactly what we aim for. At Frank, we believe sorting pet insurance should be as simple and stress-free.
If you ever have any questions, we're always here to help.
The Frank Pet Insurance Team
Stress free claim
Paid out with no hassle or red tape. Very stress free at at a time when it counts. Thank you Frank.
December 2, 2025
Reply from Frank Pet Insurance
Hi Stephen,
Thank you for taking the time to share this. We're so glad we could take the stress out of your claim when it mattered most. No red tape, no runaround, just fast, straightforward support when you need it most. Our speedy claims turnaround is something we’re proud of, and it’s great to hear it made a difference for you.
The Frank Pet Insurance Team
The clam as very easy to complete and…
The claim that as easy to complete and quickly actioned.
December 2, 2025
Reply from Frank Pet Insurance
Hi there,
Thanks so much for your kind words! We're thrilled to hear your claim was easy to complete and handled quickly, that's exactly the kind of smooth, stress-free experience we aim to deliver. Give your pet a scratch from us!
The Frank Pet Insurance Team
Responsive and sympathetic
Our dog needed emergency surgery (costing more than our cover) and Frank paid the claim in full and quickly. Thanks. Would highly recommend.
December 4, 2025
Reply from Frank Pet Insurance
Hi Jeb,
Thank you so much for your kind words and for sharing your experience. We're really glad we could be there for you during a difficult time and that the claims process was quick and straightforward.
We truly appreciate your recommendation, it means a lot to us.
The Frank Pet Insurance Team.
The claim process was clear and simple…
The claim process was clear and simple and each step of the claim was communicated. Frank team are helpful with any questions and my claim money was in my bank within 5 days:)
November 27, 2025
Reply from Frank Pet Insurance
Dear Helen,
Thank you for your lovely review. We're so pleased to hear that the claims process was clear and straightforward for you, and that our team was able to assist with any questions along the way.
It’s great to know your claim was settled swiftly, we aim to make things as smooth and stress-free as possible, especially when your pet’s wellbeing is the priority.
We truly appreciate your feedback and your trust in Frank.
Warm wishes,
The Frank Pet Insurance Team.
I’ve had pet insurance for many years…
I’ve had pet insurance for many years and have previously never had to make a claim. So when i came to making a claim I didn’t know what I had to do or timeframes. I found Frank to be really helpful, their site is easy to use and once you submit a claim they act on it straight away. I would thoroughly recommend them to anyone
December 4, 2025
Reply from Frank Pet Insurance
Dear Rebecca,
Thank you for taking the time to share your experience. We're truly pleased to hear that, when it came time to make your claim, you found our website easy to navigate and our team responsive and helpful.
We understand that making a claim can be unfamiliar territory, especially after many years without needing to do so, and we’re glad we could support you through the process.
Your recommendation means a great deal to us, and we're grateful for the trust you've placed in Frank.
Warm regards,
The Frank Pet Insurance Team.
Good communication and didn’t have to…
Good communication and didn’t have to wait too long.
Fairly priced too
December 4, 2025
Reply from Frank Pet Insurance
Hi Carlie,
Thanks a bunch for your review! We're so glad to hear you had a smooth experience with our claims process, good communication and fair turnaround times are what we aim for. And it's great to know you feel our pricing hits the mark too!
The Frank Pet Insurance Team
Reasonable price & straightforward claims process
Reasonable price for my old girl when others wanted to charge a lot more, claims process very straightforward and paid out quickly on a number of occasions for various issues. Also very responsive to queries. Will absolutely use again.
December 2, 2025
Reply from Frank Pet Insurance
Hi there,
Thank you so much for your kind words! We're over the moon to hear that you found cover with us at a fair price, especially for your lovely older girl. It means a lot to know our claims process has been smooth and that we've been able to support you through those and your queries. Being responsive and reliable is exactly what we're here for.
The Frank Pet Insurance Team.
Very helpful claims team and quick…
Very helpful claims team and quick response to my claim!
November 28, 2025
Reply from Frank Pet Insurance
Hi Natalie!
Thanks so much for your lovely review! We're thrilled to hear our claims team was helpful and got things sorted quickly for you. At Frank, we know how important it is to be fast and clear when your pet needs care.
The Frank Pet Insurance Team
Avoid at all cost!
AVOID! We have never had any issues with claiming on our pet policy with a different provider, however with Frank we have only had issues since joining. They are cheap, but we now understand why - they have so many exclusions meaning that cover is very limited. They even applied another exclusion for liability cover mid-term claiming that our dog is aggressive which is NOT true - something that I can see that other policyholders have also complained about. They will do whatever they can to avoid payouts.
They also advertised that our pet is covered abroad, however this also turned out to be excluded because we were out of the country for more days than there was cover (we would have expected that our dog was covered during the number of days allowed on the policy and then self covered for the additional days).
They also excluded cover for a claim due to a pre-existing condition - only issue is that there was no pre-existing condition! Nothing was ever diagnosed by the vet.
I would never recommend Frank to anyone, better to get a more reliable insurance and pay a bit extra to know that your insurer has your back when it’s needed the most. Very disappointed that our claim(s) have been declined but even more sad that someone who has never met our dog is deeming her aggressive and excluding cover, absolutely bunkers!
November 20, 2025
Unprompted review
Reply from Frank Pet Insurance
Hi there,
Thank you for your feedback,
On liability cover, we may reassess this mid-term if new risk information comes to light. It’s not a personal judgment and if you believe the assessment was incorrect, we welcome supporting documentation from a vet to review the decision.
In terms of overseas cover, our standard policy includes limited overseas travel benefits, which can be extended by purchasing the Travel Booster. This add-on clearly states the number of days covered abroad per policy year. If the number of days abroad exceeds this limit, cover is suspended for the entire period spent outside the UK beyond the allowance, as noted in the Travel Booster section of the policy wording.
On the topic of pre-existing conditions, our definition includes any condition showing clinical signs or symptoms before the policy start date, regardless of whether a formal diagnosis was made. This means if any notes or concerns were recorded in your pet’s history prior to the policy starting, the condition could be considered pre-existing.
That said, if you believe there’s been a misinterpretation, please reach out to our claims team at claims@frankpetinsurance.co.uk who will be happy to advise of the appeals process.
The Frank Pet Insurance Team.
Fantastic insurance company
Fantastic insurance company. Easy claim process and immediate reply. Can't fault them in any way. Thanks Frank!!!
November 19, 2025
Reply from Frank Pet Insurance
Hi there,
Wow, thank you so much for the glowing review! We're thrilled to hear that you found the claims process easy and our response time spot on. That’s exactly what we aim for, and it means the world to know we’re hitting the mark.
Thanks for choosing Frank.
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi there!
Thanks for taking the time to leave us a review! We're so glad to hear you found the setup easy and the cover just right, especially at a price that makes sense. That’s exactly what we’re here for. Welcome to the Frank family, we’re chuffed to have you on board!
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Laura,
Thanks so much for the pawsitive feedback! We're thrilled to hear your policy setup was quick and easy, that’s exactly how we like to do things at Frank. Thank you for joining the Frank family, we’re so happy to have you with us!
The Frank Pet Insurance Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.