This place would get zero stars. It’s disgusting. This pet store should be shut down. Looks like a puppy mill in there. The poor puppies look drained not in good health they were laying in their feces... See more
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See what reviewers are saying
I have just received our annual renewal policy and it has literally doubled in cost even though we only made one claim last year for a minimal amount! Absolutely shocking…I know costs are going up but... See more
My dog has an ongoing condition so we have to claim every 3 months & unfortunately we are now stuck with Paws & Claws. They are painfully slow & keep saying they haven’t received the claim from our ve... See more
Absolutely outraged this morning. I had an English Springer Spaniel that I retired from the military at the age of 8, 7 years ago. I spent quite a lot of time looking for an insurance company as I onl... See more
Company details
Information provided by various external sources
Paws & Claws pet insurance have a range of policies which offer accident and illness cover to help protect your cat or dog in their time of need.”
Contact info
Kingston Crescent, PO2 8QL, Portsmouth, United Kingdom
- www.pawsandclawspetinsurance.co.uk
1.3
Bad
557 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Highly recommend
I can't fault paws and claws, they have been extremely helpful and talked through everything with me. My first claim was paid with no issues. Would highly recommend
November 5, 2019
Unprompted review
Reply from Paws & Claws
Thank you for your fantastic review Donna. I'm glad we've been able to help you.
Insurance update
This is the 2nd year with Paws & Claws and to date we have had no problems
November 2, 2019
Unprompted review
Reply from Paws & Claws
Thank you for your positive review James.
Generally good at dealing with claims…
Generally good at dealing with claims but still very slow. The online resource makes checking a little clearer, but it is still very hard to work out payments due to lack of full information and because of the delays. Helpful staff if you need to phone them.
October 30, 2019
Unprompted review
Reply from Paws & Claws
Hi Eleanor,
Thank you for your review.
I'm sorry if your claim took longer than expected. We do need to ensure we have all the required information to assess a claim to the best of our ability, giving fair and accurate outcomes to each one we assess.
Thank you for your feedback regarding the our new portal. We are always looking at ways to improve the portal platform and your feedback will be passed to the relevant department.
If you need any help or have any queries regarding your claims, please do not hesitate to contact us on 0330 102 5742.
Kind Regards,
Quite expensive
Quite expensive. Havent had to claim yet so dont know how they deal with that part yet.
October 28, 2019
Unprompted review
Reply from Paws & Claws
Good Afternoon Beth.
Thank you for the 4 star review!
There are many rating factors taken into consideration when it comes to renewal. The main factors underwriters use in setting premiums are; the pets age, breed and gender. Your address is also a factor. Some postal codes are rated higher than others for two main reasons:
· There may be a higher concentration of claims in some areas.
· Costs of vet fees can also vary across the country.
· The cost of vet fees is taken into consideration as well as the number of claims in that area. Most premiums have also increased over the last few years because technology in veterinary treatment has advanced, so conditions are costing more to treat.
We do appreciate your loyalty and we always appreciate the feedback.
Kind regards,
Easy to renew
Easy to renew - just renewed & the payment only increased by £5 - hence staying with you
October 28, 2019
Unprompted review
Reply from Paws & Claws
Thank you for the five star review Jackie!
Great product and great customer…
Great product and great customer service, very ethical company.
October 21, 2019
Unprompted review
Reply from Paws & Claws
Thank you for the feedback Linda.
Easy to register but find the web site…
Easy to register but find the web site difficult to sign on. Tried to set new password but no response
October 21, 2019
Unprompted review
Reply from Paws & Claws
I'm sorry to hear you have been having troubles with the website. I hope our service team have been able to resolve these for you but if you need any further help please don't hesitate to contact us. Thank you for the otherwise positive review.
If I could give no stars I would
If I could give no stars I would. Earlier this year one of my dogs died. Aside form taking forever to respond this bunch of cheats decided the 'death benefit' (sic) would be 5%.
Decided that I would insure my other dog elsewhere to be landed with a £30 administration fee for deciding i would go elsewhere. They cancelled the policy and then sent me a threatening letter, promising to hand this over to a debt collection agency, to claw back (no pun intended) what they believed was outstanding.
Do not use these people - shocking.
Well, we can see the reply. Mealy mouthed goes nowhere near encapsulating their approach. You insult me. Typical insurance company throwing the policy to justify their actions. Just why does it cost £30 to cancel a policy? Thieves
September 28, 2019
Unprompted review
Reply from Paws & Claws
Good afternoon Mr Jones,
Thank you for your review and I am sorry to hear of the passing of your pet. Please accept our condolences.
Our 'death benefit' on our policies is an opportunity for our customers to claim back the purchase costs of their pets however as per the terms and conditions there is a cap on the amounts paid out, depending on the pets age. I am sorry to hear you were not satisfied with the settlement of your claim but we have to abide by the terms of the policy.
In regards to the £30 administration fee for cancelling your policy mid-term, this is also something that would have been detailed in your policy terms & conditions.
I can see by the notes on your policy you have discussed these matters with our complaints department, but if you have any further queries at all, please do not hesitate to contact us.
Kind regards,
Not a member but so sweet and helpful
Not a member or whatever it’s called of this thing but I was 15 and home alone and accidentally fed my dog something and she ate it, quickly googled to check it was ok and it told me to book an execution appointment with my vet , I panicked and googled 24 free vet, a lovely lady picked up the phone and when I explained my situation and that I didn’t have a number she still helped me and calmed me down ad was so sweet and I wish I got her name so I could mention it but yeah, honestly so grateful xx
September 11, 2019
Unprompted review
Reply from Paws & Claws
Thank you for the 5 star feedback Annabelle, we are glad to hear that you received such great service from one of our agents at what must have been a very difficult time.
No response to emails when making…
No response to emails when making claims and over 50 minutes wait to get calls answered on the telephone. You have to pay for your own claims upfront. I am still awaiting £1500 to be paid back since beginning of August. Very poor customer support
September 10, 2019
Unprompted review
Reply from Paws & Claws
Hello Mr Nicklin,
Thank you leaving a review and providing feedback. I'm sorry you've had trouble accessing customer support and the delay in the processing of your claim.
If your query is still outstanding and you would like to provide your policy number I can request that one of our agents call you as soon as possible to give you an update.
Cannot get through on phone or Facebook…
Cannot get through on phone or Facebook dispite being during advertised opening hours
September 9, 2019
Unprompted review
Reply from Paws & Claws
Hello Colin,
I'm sorry to hear you had trouble getting through to our agents. I hope your query has now been dealt with to your satisfaction and I have passed on your feedback.
No one ever answers the phone!
I have previously had fantastic customer service from Paws and Claws and everyone i have spoken to in the past has been brilliant. However I have needed to speak to someone and have tried ringing for the past two weeks but no one ever answers now! It never used to be like this so finding it very frustrating. Would be 5 Stars if they would actually answer the phone! Policy number PAW57457650
September 7, 2019
Unprompted review
Reply from Paws & Claws
Hi Samantha,
I'm sorry to hear you've been having trouble getting through, We have been receiving an unexpectedly high volume of calls recently. It's good to hear you've had positive experiences in the past.
If you have yet to have your query addressed and would like to provide your policy number I can arrange for one of the agents to give you a callback as soon as possible.
Impossible to get through to anyone.
Can't get through on the phone, either left on hold or receiving an automated message saying the office is closed, despite it being well within the advertised opening times. Online chat closed despite it being within the opening times and 24 hour delay in responses on Facebook. Proving impossible to deal with our claim for our cat's emergency veterinary care, which is the last stress you need when dealing with everything else in a situation like this.
September 6, 2019
Unprompted review
Reply from Paws & Claws
Good evening Miss Owens,
Thank you for your review, and I apologise you have had such trouble getting in contact with us. We are indeed open but have recently had a very high number of calls coming in so wait times have been considerably higher than normal.
I will arrange for an agent to call you within the next 10 minutes to discuss your claim and any other queries you may have.
Kind regards,
Can't get through on the phone poor service
Can't get through on the phone, waiting over a month for review of my claim they now state waiting on info from my vets who have confirmed they have emailed you 3 times in the last 2 weeks. You keep questioning why out of hours was used which was explained on the claims form, on the phone and also in a letter from the vet.
Also why can I see no response's to poor reviews, do you only resond if 5 stars are clicked? Have to say not impressed.
Interestingly you paid me today, interesting......however you have removed the excess as expected but also 15% for Co payment??????
September 3, 2019
Unprompted review
Reply from Paws & Claws
Good evening Wendy,
Thank you for taking the time to leave a review and I am sorry you have not been able to get through to one of our operators.
Co-payments are usually applied to policies once a pet reaches a certain age or added by the policy holder when the policy is purchased or renewed. The policy wording from when the policy was purchased or renewed will outline any co-payments and how they are applied. Alternatively if you would like to provide your policy number I can arrange for a customer service agent to give you a call and answer any queries you have.
Great fast service
August 28, 2019
Unprompted review
Reply from Paws & Claws
Hello Lisa,
Thank you for the 5 star review!
We are glad you found our service to be efficient for your needs.
Thank you for choosing Paw's and Claw's.
Kind regards,
Dog insurance
Never had to claim on this thankfully but seems very reasonable priced insurance
August 23, 2019
Unprompted review
Reply from Paws & Claws
Hello Michelle,
Thank you for the 5 star review!
We are glad you have never had to claim, although we are only a call/email away if you ever need to.
We do appreciate the positive feedback and we are glad you have found us to be competitive at renewal.
Kind regards,
Dog Insurance policy
Paws & Claws have been there if I wanted them fortunately my dog is in good health, but the insurance is there when required. Like all insurances the price increase with age it should be reduced for loyality.
August 20, 2019
Unprompted review
Reply from Paws & Claws
Good Afternoon Mr Murrant,
Thank you for the 4 star review!
We are glad we were there to help when you have needed it and that your pet is happy and healthy.
There are many rating factors taken into consideration when it comes to renewal. The main factors underwriters use in setting premiums are; the pets age, breed and gender. Your address is also a factor. Some postal codes are rated higher than others for two main reasons:
· There may be a higher concentration of claims in some areas.
· Costs of vet fees can also vary across the country.
· The cost of vet fees is taken into consideration as well as the number of claims in that area. Most premiums have also increased over the last few years because technology in veterinary treatment has advanced, so conditions are costing more to treat.
We do appreciate your loyalty and we always appreciate the feedback.
Kind regards,
new customer with first time pet....
really helpful when i rang , were 1st class hope if i need to make a claim they are as helpful.
August 20, 2019
Unprompted review
Reply from Paws & Claws
Hello Anne,
Thank you for the 5 star review!
I am glad our service team were helpful when you called, I will make sure to pass on the positive feedback.
We hope you never need to make a claim but if you do we are only a call/email away.
Kind regards,
Don’t bother calling no one answers
Don’t bother calling you never get through
August 20, 2019
Unprompted review
I would be lost without this insurance
I would be lost without this insurance! My cat has kidney issues and needs medication for the rest of her life. Paws and Claws is inexpensive, but covers everything we need aside from her renal diet. When I have dealt with the customer service team, they have been very pleasant and quick with solving queries.
August 18, 2019
Unprompted review
Reply from Paws & Claws
Thank you for the review. It's great to hear you've had a positive experience with our team. We hope Pearl is doing well.
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