Claim submitted by my vet on 8th August, no correspondence from company , after several calls by myself, was told today 8th September the money should be in my account shortly . As this was my first c... See more
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Review summary
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What people talk about most
Reviews shaping this summary
The process of submitting a claim on line wasn't exactly clear but managed to navigate it with a bit of persistence! Claim was dealt with quite quickly once my vet had sent the correct medical record... See more
Company replied
I used the online portal to make my claim, unfortunately I experienced a couple of issues:- 1. Not that clear how to start the claim I called and was given advice that I should fill out the onlin... See more
Company replied
The Insurance Emporium handled the claim very quickly. It was our first claim to them in 9 years so I was very disappointed to receive an email informing us that they would not be insuring the problem... See more
Company replied
Company details
Information provided by various external sources
We aim to make specialist insurance as natural a part of ownership as anything else. It's not a burden - it's a bonus that lets enthusiasts, hobbyists and professionals enjoy what's important in their lives without financial worry should the unexpected happen.
Contact info
Thorpe Underwood Hall , YO26 9SZ, York, United Kingdom
- 03300244005
- feedback@emporium.co.uk
- www.theinsuranceemporium.co.uk
4.2
Great
11K reviews
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Replied to 100% of negative reviews
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Very good service
The customer services representatives were kind and helpful when our dog became ill suddenly and sadly had to be put to sleep. The claim was paid quickly and efficiently. I am completely satisfied with the service we received from The Insurance Emporium in a very distressing situation.
July 27, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are very sorry to hear of the loss of your dog and would like to offer our sincere condolences.
We are pleased to hear that our team was able to support you during such a difficult time and that your claim was settled promptly. Thank you for your kind comments about the service you received.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that you were happy with the service you received and that your claim was settled promptly.
Kind regards,
Joe
The Insurance Emporium
Pet insurance claim
When I initially contacted them I was put through to an actual person! I was given clear instructions as to how to complete my claim. This was followed up by emails updating me on progress. I received my claim less than 2 weeks after applying. An excellent service.
July 29, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that you found the claims process straightforward and that you were satisfied with the service.
Kind regards,
Joe
The Insurance Emporium
Leanne was brilliant
Leanne was brilliant she did all the behind the scene checks on my account and called me twice to ensure I could register my account waiting on the phone with me until it was completed. Excellent customer service
July 28, 2026
Unprompted review
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are delighted to hear that Leanne provided excellent customer service and went above and beyond to support you with registering your account. We are pleased that she was able to assist with the necessary checks and stay with you throughout the process until everything was completed. Your feedback will be shared with Leanne and is greatly appreciated.
Kind regards,
Simon,
The Insurance Emporium
Paid % of claim
They paid 2/3 rds of my claim and I received the money in 5 days as stipulated in the email .Digital claim form was easy to use.
Didn't cover vets charge of £15 for completing claim details.
July 21, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased to hear that your claim was processed promptly and that you received your payment within the timeframe advised. We are also glad to hear that you found our digital claim form easy to use.
Kind regards,
Simon,
The Insurance Emporium
Excellent service
The advisor I spoke to was extremely helpful when I needed advice on making a claim. She explained the process. I was then kept up to date via email on how my claim was processing.
July 28, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are delighted to hear that you received excellent service and that our advisor was able to provide helpful guidance and explain the claims process clearly. We are also pleased that you were kept updated throughout your claim journey. Your feedback is greatly appreciated.
Kind regards,
Simon,
The Insurance Emporium
The response to my claim was quick and…
The response to my claim was quick and hassle free. I was kept informed each step of the way.
July 28, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are delighted to hear that your claim was handled quickly and hassle free, and that you were kept informed throughout the process. Providing clear updates and support during a claim is very important to us, so we really appreciate your feedback.
Kind regards,
Simon,
The Insurance Emporium
No quibble
No quibble, gave my vet the forms and they dealt with my claim with The Insurance Emporium directly. Swift and efficient.
January 23, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are delighted to hear that your claim was handled swiftly and efficiently, and that your vet was able to deal with everything directly on your behalf. Your feedback is greatly appreciated.
Kind regards,
Simon,
The Insurance Emporium
Simple & quick claim system
The claim was very simple to do. I filled in part of the form with mine & my pets details, and a brief description of the surgery she needed. The vet did the rest.
Within a few days, I'd had confirmation of the claim and told when to expect a response. Around a week later the claim was settled in full and the money paid into my bank account. All much quicker than I'd anticipated. Great service, without any fuss.
July 2, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave such a detailed review. We are delighted to hear that you found the claims process straightforward and that your claim was handled quickly from start to finish. It's great to know that your claim was settled in full sooner than you expected and that you were happy with the service provided.
Kind regards,
Simon,
The Insurance Emporium
Very easy to deal with
July 21, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased to hear that you found us very easy to deal with. Your feedback is greatly appreciated.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased to hear that you found our claims service quick, efficient and sympathetic. It's great to know that we were able to support you through your claim.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased to hear that you found the online claims process easy to use and that your claim was resolved quickly. It's great to know you were happy with the service provided.
Kind regards,
Simon,
The Insurance Emporium
Kind and efficient Company
My cat became ill and sadly was put to sleep. I did claim on my policy and it was dealt with quickly and efficiently and duly settled under the terms of my policy. I had occasion to speak to them a couple if times to assist with the process and they were extreamly kind and sympathetic. Would definately reccommend
July 27, 2026
Reply from The Insurance Emporium
Good morning,
Thank you so much for taking the time to share your experience.
We're very sorry for the loss of your cat, but we're pleased to hear that we were able to support you during such a difficult time. It's wonderful to know that your claim was handled quickly and efficiently, and that our team provided the kindness and compassion you deserved throughout the process.
Your recommendation means a great deal to us, and we'll be sure to pass your lovely comments on to the team.
Kind regards,
Simon,
The Insurance Emporium
I had to use an out of hours vet for my…
I had to use an out of hours vet for my dog when she had a grass seed in her ear. The deductions of nearly half of my claim of £400 for “over max” vets fees plus an admin charge and the excess fee meant that it wasn’t really worth putting in a claim!
June 27, 2026
Reply from The Insurance Emporium
Good morning,
We're sorry to hear you're disappointed with the outcome of your claim.
Having reviewed the claim, we can see the invoice included an out of hours consultation fee. Under your policy, we contribute up to £45 towards consultation fees for each visit, and up to £115 towards out of hours fees where your pet requires emergency treatment.
A deduction of £35 was also made for an administration fee, as this is not covered under the policy. Your policy excess and percentage excess were then applied in accordance with your policy terms.
Whilst the total invoice was £401.15, the actual treatment costs amounted to £41.65, with the majority of the remaining fees relating to consultation fees, out of hours surcharges and the administration fee, rather than treatment itself.
We are sorry if the settlement was less that your were expected, however, it was assessed in line with the policy terms.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are pleased you are happy with the service.
Kind regards,
Simon,
The Insurance Emporium
Online claim process was a bit 'clunky'
The process of submitting a claim on line wasn't exactly clear but managed to navigate it with a bit of persistence! Claim was dealt with quite quickly once my vet had sent the correct medical record history. By the time the policy excess + 25% of the remaining claim value had been deducted, I did wonder why I was bothering, but I guess even something towards the costs is welcome. I don't think that pet insurance represents value for money and I think I would put the equivalent amount aside if I were to have a new pet. Sadly my dog is at end of life so too late to do this now.
July 21, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that your claim was settled promptly once we had received the required information from your vet. We also appreciate your feedback regarding the online claims process and will ensure your comments are shared with the relevant team.
We appreciate that the policy excess and customer contribution reduce the amount payable on a claim. These form part of the policy terms and are applied when assessing eligible claim costs.
We are sorry to hear that your dog is nearing the end of their life and we send our best wishes to you both.
Kind regards,
Joe
The Insurance Emporium
Rip off con.
Rip off con.
Paid for lifetime titanium policy but turns out everything has a clause hidden.
Increase your excess and co payments with no acknowledgement.
No pay out on loss of pet even if you thought you were paying.
You have to pay remainder of policy in the event of policy cancellation.
Happy to take your money- not wanting to give any back !!!
July 24, 2026
Unprompted review
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments.
Without knowing the details of your policy, we are unable to comment on the circumstances that led to your experience. However, where changes are made to the policy excess or customer contribution at renewal, these are detailed within the renewal documentation issued beforehand.
If you would like us to review your concerns, please contact our Customer Experience Department at Feedback@emporium.co.uk with your policy details and we will be happy to look into the matter for you.
Kind regards,
Joe
The Insurance Emporium
This was the first time we've ever had…
This was the first time we've ever had to make a claim for our beloved Lacy, and I have to say the whole process was so straightforward.
More than anything, I want to thank your wonderful team. In a world that increasingly seems to rely on chatbots and automated responses, it meant so much to be able to speak to genuinely kind, patient, and compassionate people when we were worried and upset. Your support during such a stressful time made all the difference.
From the bottom of our hearts, thank you. Your kindness, understanding, and professionalism will never be forgotten. Our family salutes you!
July 21, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that your first claims experience was straightforward and that our team was able to support you during what must have been a worrying time. Your kind words about the service you received will be shared with the team, who will be glad to know they made a positive difference.
We hope Lacy is doing well, and thank you for choosing to insure her with us.
Kind regards,
Joe
The Insurance Emporium
Friendly and helpful company
I’ve had a very positive experience with Insurance Emporium for my dog’s insurance. The cover offers great value, and the whole process has been straightforward and stress-free. Their customer service has been friendly, helpful, and responsive whenever I’ve had questions. It’s reassuring to know my dog is protected, and I have confidence that I’m with a company that genuinely cares about its customers. I would happily recommend Insurance Emporium to other pet owners.
July 24, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that you have had a positive experience with your dog's insurance and that you have found our customer service helpful.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased you are happy with the service.
Kind regards,
Joe,
The Insurance Emporium
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