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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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
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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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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
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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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Reply from Frank Pet Insurance
Hi Michele, thank you for your feedback, we try our best to get claims paid as quickly as possible, so you are not waiting around too long. Once we have everything from your vets we are paying out within a week currently!
Made my 1st claim for my dog since…
Made my 1st claim for my dog since taking out insurance with Frank, took just under a week for them to agree to settle the £1000 vet fees for the removal of a mass from my dogs eyelid. Communication was good and am happy with the service I have received.
February 12, 2026
Reply from Frank Pet Insurance
Hi there,
Thank you for sharing your experience, we’re so glad your first claim with us went smoothly. Having to remove a mass from your dog’s eyelid can be worrying, so it’s great to hear your claim was speedy, and that our communication kept you in the loop throughout.
That’s exactly the straightforward, no-nonsense support we aim to provide. If you ever need anything else, just drop us a line at info@frankpetinsurance.co.uk and we’ll be happy to help.
The Frank Pet Insurance Team.
Very quick response and settlment would…
Very quick response and settlment would highly recommend
January 30, 2026
Reply from Frank Pet Insurance
Hi Karen, thank you for your review. Our claims process is a speedy one. We are currently assessing within a few days once all relevant information is received.
Worst company I’ve ever dealt with
Worst company I’ve ever dealt with! Never pays out always excuses.
Doesn’t cover take home medication unless you request it?! Who doesn’t want that covered?? Also doesn’t cover emergency vets as that exceeds their standard consultation fee.
The company is a joke, so hard to deal with, takes ages to reply and won’t pay out. I will NEVER use this company again and urge everyone to stay clear if you want cover for you fur babies
February 5, 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Jodie,
Thank you for taking the time to share your feedback — it’s really important to us.
We offer bespoke policies designed to meet our customers’ individual needs, and we also provide the flexibility to upgrade or downgrade your cover during the policy period, rather than only at renewal as is the case with many other insurers.
Within the pet insurance industry, it is standard practice not to cover out-of-hours fees where the visit is not deemed an emergency. That said, we do cover standard costs and any eligible veterinary treatment in those situations. Only the extra out-of-hours surcharges charged by the vet are deducted.
If you would like a full breakdown of your claim, please don’t hesitate to contact our claims team at claims@frankpetinsurance.co.uk.
Do not use this company
Do not use this company, absolutely terrible, I’ve never claimed in 5 years. Paid every month, put one claim in for under £200 and refused to pay out! Avoid this company
February 5, 2026
Reply from Frank Pet Insurance
Hi Sam.
We have taken a look at your claim and the condition was covered but unfortunately was below the policy excess. It is common practice in the insurance industry for an excess to be due. Our excess is fixed and we do not charge an extra % co-payment on claims like other companies. If you would like a full explanation of deductions, please contact claims@frankpetinsurance.co.uk and an agent will be happy to help.
The Frank Pet Insurance Team.
My claim was paid in full and the…
My claim was paid in full and the process was easy and quick
January 29, 2026
Reply from Frank Pet Insurance
Hi Shelley.
Thanks so much for taking the time to share this, we’re really happy to hear your claim was paid in full and that everything felt easy, quick, and hassle-free.
Our goal is always to keep the process clear and straightforward, so it means a lot to know we delivered when you needed us.
The Frank Pet Insurance Team.
Great communication throughout my…
Great communication throughout my claim.
Wish the log on process was simpler waiting for log on link to be sent is frustrating.
January 29, 2026
Reply from Frank Pet Insurance
Hi Deborah,
Thanks so much for the kind words about our claims communication, we’re really glad you felt supported throughout the process!
We use the one-time link system to keep things secure and avoid the need for passwords.
Thanks again for taking the time to share your feedback and for trusting us with your pet’s care.
The Frank Pet Insurance Team
Cant fault frank pet insurance
Cant fault frank pet insurance. Quick and easy claims. Easy to deal with. Would definitely recommend
February 3, 2026
Reply from Frank Pet Insurance
Hi Laura.
Thanks so much for the recommendation, it really means a lot to us! We’re thrilled to hear you’ve found Frank Pet Insurance easy to deal with, and that your claims experience was quick and straightforward. That’s exactly what we aim for, especially when you just want things sorted without any fuss.
If you ever need a hand in the future, we’re always here for you.
The Frank Pet Insurance Team
If I could give them zero I would
If I could give them zero I would. Voided our policy after refusing to pay for our dogs treatment. Alleged he was an aggressive dog that should have been disclosed. Completely untrue and nothing to do with his illness . Please avoid this company at all costs. I had other policies with them and have cancelled them all
Edit. The below response is completely disputed and has been referred to the Financial Ombudsman Service. You are also in breach of GDPR by quoting the contents of medical records in a public forum here. By all means you can respond to my review but you absolutely cannot divulge medical notes on here I have highlighted this to the information commissioner office and trustpilot as this is a severe Data Breach
Edit
Frank have edited their response as they were clearly in the wrong regarding quoting the contents of medical records. What their response does not say is that they were sent letters from my vets disputing that my border collie is aggressive. But someone sitting in their claims office knows better than a vet apparently. Because it suits them. If you read their definition of aggression then if your dog has ever barked at another dog or person eg postman then they will use this to deny your claim. They've left my boy without any cover when we needed them. We have spent all our savings and cannot afford chemo now. They are a disgrace
February 2, 2026
Unprompted review
Reply from Frank Pet Insurance
[Edit 24Feb2026 at 1pm]
Hi William,
Thank you for your feedback.
When we assess a claim, your pet’s medical history is reviewed. If there are any notes about aggression, we handle these in line with our underwriter’s guidelines.
If this type of information comes to light retrospectively, we are required to assess whether a policy was set up correctly, and whether it can remain valid.
We’re truly sorry that this situation has left you feeling let down. I can see you have raised a complaint, the Complaints Team will be in touch with you in due course and will fully investigate your concerns to ensure the correct outcome has been reached.
The Frank Pet Insurance Team.
Great sorted very quickly efficiently…
Great sorted very quickly efficiently and very helpfully.
February 2, 2026
Reply from Frank Pet Insurance
Hi Sue, thank you for your feedback. Our team are always happy to help where they can.
Reply from Frank Pet Insurance
Hi Nadine, thank you for your review and welcome to Frank! 🐾
Excellent and Reliable So Far
I have been very impressed with the communication and ease of making claims with Frank. Very glad I chose them.
January 27, 2026
Reply from Frank Pet Insurance
Hi Helen, thank you for your review. We are super proud of our Customer Success team who always go that extra mile for our customers. The claims team are very efficient too and are currently assessing claims within a few days once all relevant information is received.
Claim assessed and paid out promptly
Claim assessed and paid out promptly . Easing the worry and distress associated with an sick pet
January 30, 2026
Reply from Frank Pet Insurance
Hi Carol-Anne,
Thank you for your kind words. We're so pleased we could help ease a difficult time and get your claim sorted quickly. Supporting you and your pet when it matters most is exactly why we're here.
The Frank Pet Insurance Team.
I have found Frank to be very good
I have found Frank to be very good. Claims are easy and quick to process. And when I email with questions they are answered promptly.
January 30, 2026
Reply from Frank Pet Insurance
Hi Suzanna,
Thank you for taking the time to share your experience. We're delighted to hear that you've found our claims process straightforward and efficient, and that our team has been responsive to your enquiries. We truly appreciate your trust in us.
The Frank Pet Insurance Team.
Clear, straight forward and compassionate …
Frank were very sensitive to my recent bereavement. I wasn’t able to claim for 100% of my claim however they were very clear about the exclusions when I set the policy up. They communicated with me at every stage of my claim. They still paid the majority of the claim and even refunded my final monthly direct debit. They broke everything down and I couldn’t ask for more. Thank you
January 22, 2026
Reply from Frank Pet Insurance
Hi Samantha,
Thank you for taking the time to leave such thoughtful feedback, particularly during what we know must be a very difficult time. Please accept our sincere condolences for your loss.
We’re pleased to hear that our team’s communication and clarity provided some reassurance throughout your claim. We’re glad the policy terms were clear from the outset and that we were able to support you.
We truly appreciate your kind words and wish you comfort in the days ahead.
The Frank Pet Insurance Team
Excellent
Excellent service, prompt responses to queries and claims. Also very reasonable price for cover.
January 28, 2026
Reply from Frank Pet Insurance
Hi Joanne,
Thank you so much for your fantastic feedback! We’re really pleased to hear you’ve had excellent service and that our team has been prompt in responding to your queries and handling your claims, that’s exactly what we aim for when you need us most.
It also means a lot that you feel the cover is reasonably priced. We want pet insurance to feel straightforward, fair, and genuinely helpful for real-life pet parents.
If you ever need a hand with anything, we’re always here at info@frankpetinsurance.co.uk.
The Frank Pet Insurance Team.
Finding that Frank Pet Insurance can be trusted to deliver a fair and quick financial response at a time of stress and worry was such a relief.
Our much loved pet Buddy suddenly became very ill at the worst time possible Xmas Eve '25. Making a very worrying incident a significantly more complex and frightening experience. The financial implications as well as being forced to emergency and hospitalisation services not available at our long term and excellent veterinary centre made for hesitation and lo a number of worrying nights. Franks Online portal claims service made our claim process so much easier and simple to follow. Minimal but obviously necessary information with relevant invoices were all that they required from us, they undertook all steps directly from this with both our vet and the emergency vet service directly. We cannot praise them enough for the way our single submission to their professional system so rapidly led to a confirmed and speedy financial resolution to what would certainly have been a major financial penalty to us.
To find such a level of support from Frank Pet Insurance was so reassuring and being able to have our much loved Buddy back to full health is a wonderful outcome. We have no hesitation in fully recommending Franks Pet Insurance.
January 22, 2026
Reply from Frank Pet Insurance
Than you for your review Bryan, our claims team are extremely efficient and are very proud of our speedy claims process. We're so glad to hear Buddy is feeling better! 🐾
Sadly my pet died and they stopped my…
Sadly my pet died and they stopped my contract immediately, genuinely very nice supportive company.
January 22, 2026
Reply from Frank Pet Insurance
Hi Thomas,
We’re so sorry for your loss. It means a lot to hear that you felt supported during such a difficult time, that’s exactly what we’re here for. Thank you for taking the time to share such kind words.
Sending you our heartfelt condolences.
The Frank Pet Insurance Team
Fantastic service from signing up to…
Fantastic service from signing up to heart breaking losing our beloved fur baby. Frank were absolutely amazing with every claim throughout
January 15, 2026
Reply from Frank Pet Insurance
Hi Victoria,
Thank you so much for your touching words. We’re truly sorry for the loss of your beloved pet, we know how deep that heartbreak runs. It means the world to hear that we could support you every step of the way, from day one to the very hardest moment.
We’re honoured to have been part of your pet’s journey.
The Frank Pet Insurance Team
Easy to use claims
Easy to use claims
Process. Kept us updated through it all and proactively cancelled our direct debit when we lost our pet. Saving us having to do it ourselves which was helpful during a difficult time.
January 22, 2026
Reply from Frank Pet Insurance
Hi Shereen,
Thank you so much for your kind words. We’re really sorry for your loss, and we're glad we could ease even a small part of things during such a hard time. Making the claims process simple and stepping in where we can, like cancelling the direct debit, is just part of being there for our pet parents when it matters most.
Sending you our heartfelt thoughts.
The Frank Pet Insurance Team
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