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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I thought my claim took a long time to…
I thought my claim took a long time to be paid. Also, I didn’t appreciate being informed during the process what I wouldn’t be covered for going forward due to the history received from my vet rather than dealing with my actual claim which was unrelated
August 5, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are sorry to hear that you felt the claim process took longer than expected. Having reviewed the claim, we can confirm that the claim was received on 31st May 2026, and we were awaiting the required information from the veterinary practice to allow us to complete our assessment. Once the necessary information was received, the claim was reviewed and settlement was issued on 29th July 2026.
With regards to the information provided about your policy, as part of reviewing a claim, we are required to consider the veterinary history provided to us. Where we identify conditions that existed prior to the start of the policy, we are obliged to make customers aware at the earliest opportunity that these conditions are not covered under the policy terms. This information is provided separately from the assessment of the current claim and is intended to ensure you are aware of any limitations that may apply to future claims.
Thank you for sharing your feedback.
Kind regards,
Simon,
The Insurance Emporium
No quibble
I have an accident only policy. I’ve just claimed for removal of a grass seed from my dog’s ear canal under sedation. Vet bill was £321.94 my claim was settled with deductions for ‘over max consultant fee’ £13.00 and fixed excess £95.00. There was no quibble and money was in my account 5 days after they agreed my claim.
August 5, 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 handled smoothly and that you were happy with the service provided. We understand that unexpected veterinary treatment can be a worrying time, and we are glad we were able to support you with your claim.
Kind regards,
Simon,
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 provided and that your payment was processed quickly. We understand that making a claim can follow a difficult time, and we are glad we were able to support you.
Kind regards,
Simon,
The Insurance Emporium
Long drawn out process
Long drawn out process for 1/2 the money you actually spent at the vets.
You make a claim and your premiums go up and if your animal is ill again with the same thing, you can’t claim. Thank god the NHS isn’t run like that.
August 5, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are sorry to hear that you felt the claims process was longer than expected. Having reviewed the claim, we can confirm that the claim was received on 22 April 2026, with the completed claim information being received over the following months. Once all required information was available and the claim could be assessed, payment of £394.51 was issued on 29 July 2026.
We understand that unexpected veterinary costs can be worrying, and we appreciate your feedback regarding your experience. Premiums are reviewed at renewal based on a number of factors, including changes in claims experience and the ongoing cost of providing cover. Any future claims are assessed against the terms and conditions of the policy, including any applicable exclusions.
Kind regards,
Simon,
The Insurance Emporium
Super easy and all done through the…
Super easy and all done through the vets, making dealing with an injured pet more bearable
August 5, 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 process easy and that being able to deal with your claim through your vet helped make things more manageable during what can be a worrying time.
Kind regards,
Simon,
The Insurance Emporium
This is the first time I’ve ever made a…
This is the first time I’ve ever made a claim on pet insurance - my experience was straightforward and easy - I would definitely recommend - they made a stressful situation less stressful
August 5, 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 experience making a pet insurance claim was straightforward and easy. We understand that making a claim can be a stressful time, so it is great to know we were able to provide support and make the process a little easier for you.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving your review.
We are pleased to hear that your claim was handled promptly and that you were happy with the service provided.
Kind regards,
Simon,
The Insurance Emporium
NOT RECOMMENDED, VERY POOR
After our static caravan double glazed front window shattered at the beginning of March 2026 I made a claim from the insurance emporium for a replacement quote recieved by 2 providers by the end of that month. Every email I sent, I had to follow up with a reminder after 7 to 10 days because they didn't answer the original. It got to the point in May where I just told the cheapest local supplier to come and do the job, then a day later recieved confirmed email from emporium to go ahead anyway. End of May, windows were replaced, really great job by Window Doctor, Aberystwyth, all done in an afternoon. I paid the supplier and informed the emporium to see the insurance payout, minus the £100 excess to myself. Since the damaged window in March, I received the insurance payment three days ago, at the start of August!!! This will be the last year of using insurance Emporium for my static caravan insurance provider.... 5 months to actually recieve payment is ridiculous, customer service was non existent, not recommended.
August 5, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review.
We are sorry to hear that you were dissatisfied with your claims experience. Having reviewed the claim, we can confirm that, under the terms of the policy, settlement could only be made once the repairs had been completed and the required supporting documentation had been received.
The repairs were originally scheduled to take place on 21st May 2026. Unfortunately, your chosen repairer was subsequently unable to source the required replacement window, meaning alternative repair arrangements had to be made before the work could be completed.
Once the repairs had been carried out, we received all of the required supporting documentation on 13th July 2026. Following assessment of the completed claim, settlement was issued on 29th July 2026.
We are sorry that the overall settlement took longer than you expected and appreciate your feedback regarding your experience.
Kind regards,
Simon,
The Insurance Emporium
Easy to claim using the online method…
Easy to claim using the online method ,paid out quite quickly. Answered my query immediately.Would recommend.
July 28, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for leaving your review.
We are delighted to hear that you found our online claims process easy to use and that your claim was settled quickly. It is also great to know your query was answered promptly.
Kind regards,
Simon,
The Insurance Emporium
We’ve had a great experience with…
We’ve had a great experience with insurance emporium - our pup swallowed a stone and needed an emergency op… nearly everything was paid out as per conditions in the maximum benefit insurance we had. It was easy to claim on the portal as well. Thank you!
August 4, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review.
We are delighted to hear that you have had a great experience with us and that the claims process was straightforward to use. We hope your pup has made a full recovery, and we are pleased we were able to provide support when it was needed.
Kind regards,
Simon,
The Insurance Emporium
Prompt and easy Service
A really good customer service and claim dealt with promptly Thank you
July 30, 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 our service helpful and that your claim was dealt with promptly.
We appreciate your kind feedback and are glad we could support you throughout the claims process.
Kind regards,
Simon,
The Insurance Emporium
Communication was limited
Communication was limited and time to receive payout was lengthy.
August 4, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review.
We are sorry to hear that you are disappointed with your recent claims experience. We appreciate that waiting for a claim settlement can be frustrating, particularly if you have already paid your veterinary costs. Claims are assessed upon receipt of the completed claim form and supporting documentation, and processing times can vary depending on the information received and the complexity of the claim.
We are sorry this took longer than expected on this occasion.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good morning,
Thank you for leaving your review. We are pleased to hear that you found the application process easy and that everything was dealt with in a timely manner.
Kind regards,
Simon,
The Insurance Emporium
This company is hard work
This company is hard work, excuses after excuses…still waiting for payment of my claim 5 weeks on. Avoid !!
August 3, 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for your feedback. We are sorry to hear that you have been dissatisfied with your experience.
During the assessment of your claim, we requested additional information regarding a gap in your pet's medical history. Once this information was received, the claim was assessed and settlement was authorised six working days later.
We also appreciate your frustration regarding the payment method. Although your settlement was initially issued by cheque, we understand this was not your preferred method of payment. We apologise for this error and have arranged for the cheque to be cancelled so that the payment can be reissued by BACS as quickly as possible.
Kind regards,
Simon,
The Insurance Emporium
The relaxed but professional way Lian…
The relaxed but professional way Lian had with dealing with my quote putting me at ease
August 3, 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for leaving your review. We are pleased to hear that Leanne's relaxed yet professional approach helped put you at ease while arranging your quote. I will be sure to pass your kind comments on to Leanne.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving your review. We are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
This time all went OK..
This time all went OK... but I think we are all getting a distrust of insurers 💁♂️
July 30, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for leaving a review. We are pleased you were happy with the outcome of your claim on this occasion.
Kind regards,
Kirsty
The Insurance Emporium
Horribly customer service and dealing…
Horribly customer service and dealing with claims
July 29, 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. We received your claim on 10th July 2026 and a settlement was issued on 22nd July 2026.
You contacted us the next day to cancel your policy as you were unhappy with the outcome of your claim.
You emailed us a few days later to query the deductions from your settlement and we responded to confirm where limits to cover was detailed within your documents.
We appreciate the application of these deductions may have resulted in a settlement that was less than you were expecting on this occasion. However, the settlement was issued in accordance with your policy terms and conditions.
Kind regards,
Kirsty
The Insurance Emporium
Reply from The Insurance Emporium
Good morning,
Thank you for leaving a review. We apologise for any confusion, we can see that you requested a claim form rather than use our online claim form submission.
The initial assessment led us to query the onset date of the condition as this differed from the submitted information provided by your veterinary practice. Once this was clarified, your claim was settled. As your policy covers for treatment up until 365 days from the first clinical signs of a condition, we needed this information before we could proceed.
We are sorry for any confusion.
Kind regards,
Kirsty
The Insurance Emporium
Very poor service
Very poor service. I have had a letter saying sorry for the death of my pet but no acknowledgement of my claim for his death. My policy indicates that we are due a payout in the event of death. I have sent all the paperwork and two request for updates with no response from them. Very poor service especially at such a distressing time. Would not reccomend.
July 23, 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. Please accept our condolences for the loss of your pet.
An acknowledgement to your claim was sent on 3rd July 2026. We attempted to contact you to obtain account details to issue your settlement by BACS transfer, however had no response. Therefore a cheque was issued on 21st July 2026.
Your emails have been forwarded to the Claims Department for review on 31st July 2026, however if you have not received your settlement please contact us on 03300 244 006 so that we can make alternative arrangements for payment.
We are sorry for any delay in our responses to you.
Kind regards,
Kirsty
The Insurance Emporium
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