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
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
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
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.
Was not an easy process constant…
Was not an easy process constant unnecessary questions to prolong the process.i deal with small animal insurances within a vets and it often sorted within a couple of weeks not almost 6 months
September 3, 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. To clarify, we received your claim on 19th June 2026-and we asked you to provide the onset date for each condition along with other information we needed for your claim such as clinical history and vaccination pages for your horse.
Despite chasers for this information, we did not receive all that was required to assess and validate your claim until 20th August 2026. Once reviewed, we issued your settlement six days later on 26th August 2026.
As with most horse policies, we would require up to date vaccination pages, relevant clinical history and confirmation of when your horse first displayed symptoms. The reason why this is important is because the policy provides cover for up to 365 days from when the condition first started.
We are sorry if the claim took longer than expected on this occasion- however we hope we have clarified why it is important that all information is provided when the claim is submitted.
Kind regards,
Kirsty
The Insurance Emporium
Very personable
Very personable, friendly and knowledgeable members of staff, at a worrying time.
September 3, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Dealt directly with my vets which…
Dealt directly with my vets which helped a lot. Never had a claim refused and my dog has had a few ops in the last 18 months. But be aware of hidden costs such as low limit on overnight hospitalisation which added to my excess
September 2, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are pleased you are happy overall with the service.
Kind regards,
Kirsty
The Insurance Emporium
Positive experience
Buying the insurance was made simple, as was the claim form and process when the worst happened to my dog. I will definitely insure with insurance Emporium again.
September 2, 2026
Reply from The Insurance Emporium
Good afternoon,
We are pleased to hear that you found the process straightforward and that you were happy with the service you received. We are sorry for the circumstances that led to you making a claim and appreciate your kind feedback.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your experience and apologise for the delay in processing your claim. We have been experiencing a particularly high volume of claims, which has impacted the time taken to assess claims.
Your claim was settled, and we contacted you by letter to confirm the outcome, in line with the contact preference recorded on your policy.
We appreciate you taking the time to share your feedback.
Kind regards,
Joe
The Insurance Emporium
The process took a long time
The process took a long time, I had to wait for over 6 weeks to get the payout and I'm still waiting for a proportion of the money to be paid back.
The staff who answered my many calls were always really friendly and helpful but there is no way of knowing where things are up to without calling, a portal that monitors the progress would be helpful and ensuring payouts are done in a timely manner, it's all been very stressful.
July 23, 2026
Reply from The Insurance Emporium
We are sorry for the delay in dealing with your claim and appreciate how frustrating this must have been.
The fees submitted were presented as relating to two separate conditions, so we are currently awaiting confirmation from your vet as to whether this is correct before we can finalise the remaining payment. We are due to chase this up with your vet again today.
We are also pleased to hear that you found our team helpful when you contacted us, and we appreciate your feedback regarding the lack of progress updates and your suggestion of a claims portal. We will share these comments with the relevant team.
Kind regards,
Joe
The Insurance Emporium
Very easy to make a claim and money…
Very easy to make a claim and money went straight to the Vet.
August 28, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Received my money but had to chase as…
Received my money but had to chase as no updates given
September 1, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you were happy overall with the service.
We apologise that you had to chase for updates, we have had a large influx of claims recently and this has impacted our processing times.
Kind regards,
Kirsty
The Insurance Emporium
No communication
No communication to advise of any progress with the claim or timescales for receiving payment.
September 1, 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. To clarify, we do send automated notifications in some circumstances.
Here, we were awaiting confirmation of the details from your vets. This was reviewed on 21st August with a settlement issued on 24th August 2026.
A BACS Remittance letter was issued by email on 24th August confirming the settlement should clear into your account 3-5 working days after the release of funds.
Kind regards,
Kirsty
The Insurance Emporium
Very poor cover for our dog in an…
Very poor cover for our dog in an emergency. Disappointing amount of cover at best would not use insurance company again.
September 1, 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. To clarify, we have recently settled a claim in which you were charged out of hours fees by one of the Vets.
Your policy documents confirm that we will consider up to £115.00 for these charges, if the treating vet confirms the condition was life -endangering. Any fees over this amount would not be considered. Further to this, we will consider up to £45.00 per consultation fee- with any in excess of this amount will bot form part of your settlement.
Your policy excess is deducted from the final settlement, as this is your contribution to the claim.
Kind regards,
Kirsty
The Insurance Emporium
Very good service and support with…
Very good service and support with regards to discussing, completing and then fulfilling the claim made. Efficient and polite.
September 1, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Quick and efficient online claims service.
I have been a customer for many years but I recently had to make a claim for vets fees following emergency surgery on my dog. The whole process with the online claim procedure is very easy to follow and complete. The only criticism I can make is it would be good if automatic update emails could be sent, just so you know your claim is progressing.
However, the claim was dealt with quickly and efficiently. The claim was paid in full and directly to my bank account. I have already recommended this company to my friends.
September 1, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Great service all round
August 26, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
The Insurance Emporium handled the…
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 (prostrate) going forward. I had hoped for better.
August 26, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased you are happy with the service overall.
To clarify, the type of policy you hold is a Maximum Benefit type policy- these means we consider the costs of treatment up to the cover limit for each condition.
Once the cover limit has been reached- there will be no future cover for this condition. Once a claim has been made, we make you aware of any future exclusions at the earliest opportunity.
You are still able to submit fees for the condition until the cover limit has been reached.
We hope this clarifies,
Kind regards,
Kirsty
The Insurance Emporium
Very fast payment
August 26, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Kind understanding helpful and claims…
Kind understanding helpful and claims paid quickly
August 26, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Easy to contact and quick payout
August 26, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
I put a claim in for £800 worth of…
I put a claim in for £800 worth of treatments for my dog who has arthritis and only got a settlement of £378 back. Not even half the amount, all the small print that they get out of paying. This also took nearly a month for them to look at and I still haven’t had the payment.
August 27, 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. We can see you called us before submitting your claim and we explained the policy excess on your policy.
We also advised you that there are certain fees that may reduce your settlement, such as consultation fees, which we will contribute up to £45.00 for each entry.
We are unable to consider the fee charged by your vet to fill out a prescription as this excluded from your policy. Your settlement was also subject to the policy excess applicable to each claim as part of your policy terms.
We are sorry if this meant the settlement was less than you were expecting on this occasion.
Kind regards,
Kirsty
The Insurance Emporium
The length of time taken to process the…
The length of time taken to process the claim
August 28, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review. We are sorry to hear of your comments.
We sincerely apologise for the length of time it took for your claim to finalise. This was in part due to the information needed, but also a large influx of claims.
Kind regards,
Kirsty
The Insurance Emporium
Disappointing first claim with this company
First time making a claim with Insurance Emporium and very disappointed at the result - out of a total bill for £735.54 they have decided to pay me £293.65 - Wow! Very angry!
August 27, 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. To clarify, we have recently settled a claim in which you were charged out of hours fees by the Vets.
Your policy documents confirm that we will consider up to £115.00 for these charges, if the treating vet confirms the condition was life -endangering. Any fees over this amount would not be considered.
Your policy excess is then deducted from the final settlement, as this is your contribution to the claim.
We hope this clarifies.
Kirsty
The Insurance Emporium
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.