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
Created with AI, based on recent reviews
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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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Found them easy to contact by phone…
Found them easy to contact by phone ,and very knowledgeable and helpful reception. Also online form was clear and easy to complete very satisfied with process
August 27, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Over a month, no contact, no payment
It's been over a month and I've still not received my money. Very interesting how to take a debit payment they've no problems but when it comes to paying out insurance claims then there's all these errors and things are bounced back. Where is my money?
No contact unless I've been the one to reach out and prompt. I've had customer service tell me they'll email right after our call is finished and they didn't. I feel lied to, and I do NOT recommend.
Edit to clarify after their response: it was well over a month, with 2 separate times I called and heard about issues with the system BEFORE anything regarding moving was even factored in.
Once I had my address changed, I was told by customer service on call that it would take "1-2 days" for it to go through because they needed to update on the system-- fair enough. Except, I'm STILL waiting on my money.
August 27, 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your concerns.
We can see that your settlement was originally issued by cheque- however you had recently moved home so this needed to be cancelled and a new payment method was requested.
You have since provided your bank details and a payment will be processed shortly. We sincerely apologise for any delay and we will be providing feedback to the relevant department regarding the promised communication failures.
Kind regards,
Kirsty
The Insurance Emporium
I've been with The Insurance Emporium…
I've been with The Insurance Emporium for a few years now but never had to claim until now. They were very good. Extremely helpful over the phone. Claim was settled surprisingly quickly with no hassle.
August 27, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
The staff are lovely really helpful
The staff are lovely really helpful. We had never claimed before untill a really big claim. The made a really stressful worrying time, easier and dealt with us with such compassion and patience.
August 27, 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
Easy process to claim ,claim took…
Easy process to claim ,claim took longer than I would have expected ,which would be a concern for anyone having to pay out a large amount of money ,I put my claim in three weeks ago ,and I would have like more of an update on how it was progressing ,I have chased it up now and have been told a cheque is on its way ,other than that a great experience,and they were when we lost our previous pet ,very stress free claims process
August 27, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service overall.
Kind regards,
Kirsty
The Insurance Emporium
The claim took a long time to be…
The claim took a long time to be processed and then settled,I submitted the claim in early July it was paid this week 25th August. Because I had been insured for 2 year 11 month I had to give the name of the previous vets , not a problem, however I was then asked to chase the previous vets for his medical notes & send them on to the insurance emporium , I then received a series of emails saying the claim was being assed ,then it would be settled and the 2 weeks later the money was in my account. I had up until recently had two pets insured with insurance emporium and all the claims with the other pet (sadly deceased) were handled promptly, very disappointing service. I noticed that the name on the direct debit has changed and wondered has this company changed ownership.
Up until this point I had enjoyed a good service.
August 27, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are sorry to hear your comments.
We received your claim on 18th July 2026 and after our initial review we requested for the relevant previous clinical history so that we could assess the matter fully. When we have no previous history of a pet- we do ask for at least 3 years history so that we can review this against the policy terms.
We received the clinical history and your claim was settled with a payment issued on 20th August. We appreciate that this claim took longer than our usual timescales, and we apologise for any delay.
Kind regards,
Kirsty
The Insurance Emporium
Shame about the time length when claiming
The price for the product you get is very good. We made our first claim this year after our dog needed tests (about £1500). The only problem is it’s taken nearly 4 weeks so far and although they’ve agreed to make payment I’m still waiting
August 27, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your feedback. We sincerely apologise for the length of time it took to assess and settle your claim.
We have received a large influx of claims recently and this has impacted on our processing times.
We can see that the settlement for your claim was issued on 20th August by BACS transfer. This would normally clear into your account 3-5 working days after release.
Kind regards,
Kirsty
The Insurance Emporium
Affordable and efficient horse insurance
The form filling on line was easy and quick to do. The contact details easy to find and the staff on the phone were amazing. They were knowledgeable, helpful and efficient. I felt supported during my claim and was very impressed by the efficiency with which they gathered relevant information regarding my claim. I was kept informed of progress and was paid the correct amount in very quick time. I found the policy details easy to understand and navigate.
August 27, 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
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
Insurance that delivers
When our dog became ill I was able to focus on her without worrying about the cost of treatment. The insurance claim was straightforward and settled without question. Our dog recovered and now I'd recommend The Insurance Emporium to anyone.
August 10, 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
Pet insurance shortfall
Of the total vets invoice of approx £550, we only received £300 of it back due to excess amounts
August 25, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
The excess is applied to eligible claim costs in accordance with the terms of your policy. We appreciate you taking the time to share your feedback.
Kind regards,
Joe
The Insurance Emporium
10/10 insurance wouldn’t choose anywhere else
My dog had a shock diagnosis a few months ago and my life turned upside down. The only shining light has been Insurance Emporium making the claim process so simple & quick every step of the way. I highly recommend 10/10
August 25, 2026
Unprompted review
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are sorry to hear about your dog's diagnosis and are pleased that we have been able to make things a little easier for you during such a difficult time. We appreciate your recommendation and kind feedback.
Kind regards,
Joe
The Insurance Emporium
DO NOT USE THIS COMPANY FOR PET…
DO NOT USE THIS COMPANY FOR PET INSURANCE.
I had a long battle with this company, essentially my dog requires an urgent operation and they cancelled my policy. The communication was awful and dragged out over 7 months. Although they have not taken responsibility for policy issues they have accepted the customer services was substandard. MORAL OF THE STORY- Invest your money into reputable company, even if they are much more expensive, there is a reason why you pay a premium.
August 25, 2026
Unprompted review
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear you were unhappy with your experience and acknowledge that the communication you received did not meet the standards we expect.
We would, however, like to clarify that your policy was not cancelled because your dog required an operation. The policy was cancelled because we established that your dog did not meet our eligibility criteria for insurance.
Kind regards,
Joe
The Insurance Emporium
It was a straight forward process and…
It was a straight forward process and the site was easy to use, there is also a phone line for customer service if you need it
August 24, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your review. We’re pleased to hear you found the claims process easy and straightforward.
Kind regards,
Joe
The Insurance Emporium
Great customer service
Their customer service is really good. It was quick to talk to the staff and get answers. The claim process is also very smooth and quick and they pay out in line with the policy. I was really happy with how smooth and easy the process was to submit and receive a claim.
My only reason for not giving 5stars is due to the level of limitations within the policy. Based on the going rates this feels very low . Although all costs on the invoice was covered, only circa 20% of hospital and consultation fees were covered.
August 20, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We’re pleased to hear you found our customer service helpful and that the claims process was smooth and straightforward. We’re sorry, however, that you were disappointed with the limitations applicable to consultation and hospitalisation fees.
We can see from the claim that your Vet charged £300 for an out-of-hours consultation. Under the policy, we can contribute up to £115 towards this surcharge where your Vet confirms that your pet was suffering from a life-endangering Injury, Illness or Condition. Where this has not been confirmed, the standard consultation limit of £45 applies.
In relation to hospitalisation, the policy provides a contribution of up to £40 per 24-hour period where intensive care has not been provided and fluids have not been charged separately. This allowance is intended to cover the basic costs associated with hospitalisation, such as boarding, food and routine care. The hospitalisation charges on this invoice were therefore considered in line with this policy limit.
We’re sorry if this meant you received less towards these costs than you expected. However, the claim was assessed in line with the terms and limitations of the policy.
Kind regards,
Simon
The Insurance Emporium
The process was easy and…
The process was easy and straightforward the only thing that surprised me was the list of conditions that my dog is now not covered for some of which we hadn't claimed for and go back year's it doesn't seem worth insuring him anymore.
August 20, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We’re pleased to hear you found the claims process easy and straightforward. As with many pet insurance policies, conditions that existed prior to the policy inception are excluded and cannot be claimed upon. These conditions may only become apparent when the first claim is submitted and the medical history is reviewed for the first time.
Kind regards,
Simon
The Insurance Emporium
Great Company
Very friendly and helpful when phoning for advise on making a claim.
Claim dealt with very quickly without any issues and money paid out when advised.
August 4, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear you found our team friendly and helpful, and that your claim was dealt with quickly and without any issues. We’re also glad the payment was made as advised.
Kind regards,
Simon
The Insurance Emporium
First time claim experience was easy…
First time claim experience was easy and response and funds paid promptly. Definitely would recommend!
August 19, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear that your first claim experience was easy, and that you were happy with the prompt response and payment. We really appreciate your recommendation.
Kind regards,
Simon
The Insurance Emporium
The service provided was really nice
The service provided was really nice. Response time was decent and claim was processed on time. Although I’ll suggest that the forms needed to be filled for claiming should be mentioned in the policy documents.
August 21, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear you were happy with the service and that your claim was processed on time. We also appreciate your feedback regarding the claim forms and will ensure this is passed on to the relevant team.
Kind regards,
Simon
The Insurance Emporium
Unhappy With How My Pet Insurance Claim Was Handled
I would strongly advise people to think carefully before using The Insurance Emporium.
I made a claim after my cat was suspected of being bitten by an adder. I followed the advice given at the time and took him to the vet as soon as possible, as an adder bite can potentially be very serious.
Unfortunately, The Insurance Emporium decided that the situation was not an emergency and refused to cover the veterinary fees. After some negotiation, they offered just £17 towards a £355 claim.
I told them I would be leaving the company as a result. I was then told I would be charged a £112.50 leaving fee because I had made a claim. I was in my 3rd year of being insured with them. I subsequently cancelled the claim, but then started receiving emails saying that I owed them money.
The whole experience has been extremely frustrating. I expected pet insurance to provide support when my pet needed urgent veterinary treatment, but instead I felt that every effort was being made to avoid paying the claim.
Based on my experience, I would not recommend The Insurance Emporium and will not be using them again
August 21, 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. We would just like to clarify a few points.
In relation to the out of hours deduction from the settlement, we consider up to £115.00 of this type of charge but only if the vets confirm it was a life-endangering situation. Your vets submitted the claim by confirming it was not a life-endangering condition.
As a gesture of goodwill, we considered the maximum of £115 contribution so that a settlement could be issued.
However, the policy you purchased was an Annual Lifetime policy where you pay for the policy period in 12 month instalments. Once a claim has been submitted, any remaining premium for the policy period would be due before a settlement can be considered.
The £112.50 was the amount of premium that was due as a claim had been instigated, this was not a "leaving fee" but outstanding premium.
We would normally deduct this from a settlement but this would have meant no settlement was due. There was an error made as we had previously confirmed to you that we could cancel the claim, but the settlement was still issued. Due to this issue, we waived the remainder of the premium as a gesture of goodwill.
We are sorry for the service you have experienced and feedback will be provided to the relevant department.
Kind regards,
Kirsty
The Insurance Emporium
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