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
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
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Loki RIP - Claim following passing to RB
Following the passing of our 7 year old Oriental Loki, Frank were really responsive to our claim.
It was easy to raise the claim, all correspondence were very sympathetic and dealt with promptly.
Our claim for all insured items were settled and it was made clear why anything wasn't settled if not insured.
My only fault with the whole process would be for Frank to make it much clearer to its customers what % of the value on death is payable. I wasn't aware that the value claimable against the cost to replace our pets decreases as they age.
Loki was 7 so we only received 35% of his cost, we were hoping that this would provide us enough to replace him in our hearts.
January 20, 2026
Reply from Frank Pet Insurance
Hi Paul,
We’re so sorry to hear about Loki’s passing. He sounded like a truly special boy. We’re glad we could be there for you during such a difficult time and that the claims process brought some comfort.
Thank you for your feedback around the purchase price benefit (Death Benefit). If you would like to discuss this with one of our team, please contact us at info@frankpetinsurance.co.uk, who would be happy to help.
Sending you warmth and support as you remember Loki. He was clearly so loved.
The Frank Pet Insurance Team
Very prompt response on email and query…
Very prompt response on email and query dealt with and resolved quickly
January 19, 2026
Reply from Frank Pet Insurance
Hi Lorraine,
Thanks so much for your kind words! We're thrilled to hear our team got back to you quickly and sorted everything out without delay. We know how important it is to keep things simple and stress-free when it comes to your pet’s care, thanks for letting us be part of that.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Victoria,
Thanks for your kind words! We're so glad you found the claims process easy, it's exactly what we aim for. Simple, smooth, and stress-free, just like it should be.
The Frank Pet Insurance Team
Easy to put claim through
Easy to put claim through and follow progress and good communication via email to get claim resolved as quickly as possible
January 13, 2026
Reply from Frank Pet Insurance
Hi Charlotte,
Thanks so much for the lovely feedback! We’re thrilled to hear that you found the claims process easy and communication clear, keeping things simple and stress-free is exactly what we’re here for. We know how important it is to get things sorted quickly when your pet needs support, so it's great to know we hit the mark.
The Frank Pet Insurance Team
Looking for a new affordable insurance…
Looking for a new affordable insurance from a company who is not greedy!
January 16, 2026
Reply from Frank Pet Insurance
Hi Brenda,
Welcome to the Frank family and thank you for choosing us! We know how important it is to find affordable cover from a company that truly cares, and we’re proud to offer exactly that. No greed, no fluff, just honest insurance for pet-obsessed people like you.
We’re so glad to have you (and your pet!) with us.
The Frank Pet Insurance Team
The claims process was very easy
The claims process was very easy, completed and submitted online and settled within 3 weeks
January 13, 2026
Reply from Frank Pet Insurance
Hi Teresa,
Thanks for sharing your experience! We're so glad to hear the online claims process was straightforward. We know how important it is to have one less thing to worry about when your pet needs care.
The claims process is usually a lot quicker if we’d received the vet’s side of the claims form sooner. Around Christmas, some clinics understandably take a little longer to get back to us, but we always aim to move things along as fast as we can once we have everything we need.
We're always here when you need us!
The Frank Pet Insurance Team
Pet insurance made easy!
Dealt with my pet insurance claim really swiftly. I was not left waiting a long time and communication was fantastic and because the excess is set to an amount rather than a %, we knew what costs we had to cover. Throughly recommend if you want a pet insurance which is easy to understand.
January 8, 2026
Reply from Frank Pet Insurance
Hi Rosie,
Thank you so much for your kind words! We're really pleased to hear that your claim was processed swiftly and that our communication made everything clear along the way. At Frank, we believe pet insurance should be simple.
We also want to highlight that unlike many insurers, we don’t apply any co-payments if you should need to claim for older pets because peace of mind shouldn't come with age-related caveats.
Your recommendation truly means a lot to us.
Regards,
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi there,
Thank you for taking the time to share your feedback. We're delighted to hear that your claim was handled quickly and easily, it's always our goal to make the process as smooth as possible during what can often be a stressful time.
We truly appreciate your recommendation and your trust in Frank.
The Frank Pet Insurance Team
Very reliable
I've been very happy with Frank insurance, they respond very quickly to queries and claims and there's no fuss and no delays. Would definitely recommend.
January 8, 2026
Reply from Frank Pet Insurance
Hi Dina, thank you for your review. I will pass your feedback onto the team who work very hard to ensure queries and claims are dealt with efficiently.
Rejected a cancer claim for a toothless cat by citing the lack of an optional "Dental Booster"
I have a working level of understanding within the insurance industry, and the "investigation" conducted by Frank/Casualty & General Insurance into my cat’s terminal cancer claim is the most staggering display of negligence and factual fabrication I have ever encountered.
My cat, Touka, was diagnosed with a malignant mass in the mouth just before Christmas. Frank rejected the claim, citing a "Dental Booster" exclusion. The irony? My cat has been documented as having NO TEETH for over five years. My veterinary records explicitly state: “Ongoing dental care N/A due to not having any teeth left.” To penalise a grieving owner for failing to provide "preventative dental care" on a toothless pet is medically and logically farcical.
In their Final Response Letter, their complaints team "confirmed" that a surgical mass removal took place. This never happened. They quite literally fabricated a medical procedure to justify a rejection. And then had the audacity to double down on this when I pointed out they'd made an obvious mistake.
It is painfully obvious that this firm is using automated tools like ChatGPT to gatekeep claims. Their responses ignore the euthanasia/cremation costs entirely (which are covered end-of-life benefits) and hallucinate medical events that never occurred. Their "process" is cold, robotic, and lacks any human due diligence.
Also demanding that a grieving owner "prove" a malignant tumour didn't originate from the gum - in a cat with no teeth - is a violation of the FCA’s Consumer Duty and Cross-Cutting Rules. Forcing a customer to battle for a legitimate payout while they are mourning a pet put to sleep just before Christmas is a failure of basic human sensitivity.
I have escalated this to the Financial Ombudsman (FOS) as a professional witness to their non-compliance with PRIN 12 and ICOBS 8.1.1. If you value your pet’s care or your own mental health during a bereavement, avoid this firm at all costs. They don't investigate claims; they automate rejections.
I will fight this until a formal ruling is published.
And hey look - even their responses on here are AI generated templates! "Real people" was it?! Talk about not reading the room 😂
January 8, 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Sam,
We’re truly sorry for the loss of your beloved cat and thank you for sharing your review.
Decisions on claims are made based on the information provided, the veterinary evidence available at the time, and the terms of the policy which are available to you at all times on the customer portal.
We appreciate that you’ve already raised a formal complaint, and please rest assured that it’s receiving full attention from our complaints team. They will be in touch once they have finished their investigation.
The Frank Pet Insurance Team
[Updated 22 Jan 2026]
Dear Sam,
We’re truly sorry for the loss of Touka, and we appreciate you taking the time to share your experience.
We want to reassure you that we don’t use “robots” to handle complaints or make decisions. Our teams are made up of real people who review the policy terms alongside the veterinary evidence available at the time.
We understand you’ve now escalated your complaint to the Financial Ombudsman Service (FOS). We will provide all information requested so the case can be independently reviewed.
Please rest assured the process is designed to ensure a correct outcome. If anything was missed or errors are identified, we will get this resolved.
The Frank Pet Insurance Team
Renewal…
I inadvertently cancelled the renewal before I realised that I had mixed up renewals for car and pet !!!
Staff dealt with it quickly and professionally, resolved the matter, and my policy has been renewed. Thank you.
January 6, 2026
Reply from Frank Pet Insurance
Hi Stephen,
Thanks for sharing your experience, it happens to the best of us! We're really glad our team could jump in quickly and get everything sorted without a hitch. Your pet's policy is back on track, and we're happy to have you both still part of the Frank family.
Give your furry sidekick an extra cuddle from us!
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Diane,
Thank you for your kind words, it means the world to us.
We know how important it is to feel supported during stressful moments, and we're so glad our team could be there for you with care and compassion. Fast, easy, and genuinely thoughtful is exactly how we aim to be.
Warmest regards,
The Frank Pet Insurance Team
Quick and efficient response
December 29, 2025
Reply from Frank Pet Insurance
Hey Jane,
Thanks for the kind words! We’re all about keeping things quick and easy, so it’s great to hear you had an efficient experience with us.
The Frank Pet Insurance Team
Helped with questions I had regarding…
Helped with questions I had regarding my claim. Communication via email was quick and easy to understand. Processed payment quickly once claim was settled.
Very happy.
December 23, 2025
Reply from Frank Pet Insurance
Hey Graham,
Thanks so much for the lovely review! We're really glad we could help answer your questions and keep things clear and simple throughout. Quick, helpful communication and speedy payments are a big deal to us, so it’s great to hear we hit the mark.
The Frank Pet Insurance Team
Avoid Frank
Avoid Frank, our rescue cockapoo went to the vet for excessive thirst. She's always drank a lot since we rescued her 2.5 years ago but the last few weeks she has been gulping down and searching for water at every opportunity. Vet recommended a full blood test. All come back clear but next step was to scan her stomach and take a urine sample. Started the claim to recieve a phone call asking if it's right that she's always had excessive thirst and why ive waited 2.5 years before having her checked. I said she's always drank a lot in comparison to our other cockapoo but that she's been extremely thirsty the last few weeks prompting us to take her to the vet. I mentioned we're not sure if it's anxiety related as we moved house back in March and we're having works done or if there's something medical going on. Anyway recieved an email to say she's not covered because I said it could be behavioural and behaviour isn't covered even though the vet hasn't concluded this and wants to investigate further. My advice is ask for everything by email refuse to speak on the phone as they obviously grasp onto anything you say to avoid paying out. Immediately cancelled both my policies with them.
December 23, 2025
Unprompted review
Reply from Frank Pet Insurance
Hi Ms Barton,
Thank you for your review.
To clarify, decisions on claims are made based on the information provided, the veterinary evidence available at the time, and the terms of the policy. That said, if you feel our decision is incorrect, we do have a formal claims appeals process in place.
For transparency, all calls with our teams are recorded for training and quality purposes, and to ensure we have an accurate record of conversations.
Appeals can be requested by emailing our claims team at claims@frankpetinsurance.co.uk, who will be happy to explain the next steps.
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Martin,
Thanks so much for the lovely feedback! We’re delighted to hear you had a fab experience with the claims journey. Making things straightforward and stress-free when you need us most is what we’re all about, so your recommendation really means a lot to us.
Warm Regards,
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Cindy,
We love hearing this, thank you! Knowing the claims journey felt smooth and positive really makes our day, especially when that’s the moment you need things to be simple and stress-free. Thanks so much for the recommendation, it means a lot to us and the team behind the scenes 🐾
The Frank Pet Insurance Team
Easy to use
Very easy to get cover and to adjust terms of quote along the way in order to compare costs for different annual and aggregate limits of cover
December 23, 2025
Reply from Frank Pet Insurance
Hi Richard,
Thanks so much for the great feedback! We’re really pleased to hear you found the process easy and that you could adjust the quote along the way to compare different cover options. We know every pet (and pet parent) is different, so making it simple to find the right balance of cover and cost is exactly what we aim for.
If you ever need a hand or have questions as you go, we’re always happy to help.
The Frank Pet Insurance Team
Super quick response
December 18, 2025
Reply from Frank Pet Insurance
Hi Jane,
Love to hear it! We’re all about keeping things fast and fuss-free, especially when your pet needs you most. Thanks for taking the time to share!
The Frank Pet Insurance Team
Fast and easy claims process
Great communication throughout the whole process, thorough with the claim and kept me updated couldn’t ask for more
December 19, 2025
Reply from Frank Pet Insurance
Hi Maria,
Thanks so much for the pawsome review! We're thrilled to hear the claims process was fast, easy, and that our team kept you in the loop every step of the way. We know how stressful it can be when your pet isn’t feeling their best, so making things simple and clear is always our goal.
All the best,
The Frank Pet Insurance Team
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