Now Pet Avis 

Very friendly and helpful

Not even worthy of one star would not pay out after my dog had minor surgery to remove a lump
The reason was that the vet had logged a small fluid filled cyst a few years ago but had no concerns & said it would go away
A few months ago a large lump appeared in roughly the same area & the vet advised us to have it removed at a cost of £650
Even though I could not afford to pay this I put it on my credit card thinking that now pet insurance would pay most of the amount
They gave refused to pay up because they are saying the lump was there before the policy started so was pre existing
I can’t understand this because my dog has not had any previous treatment for any lumps
I’m sure most dogs have lumps small & large all over as do humans
So are they saying if a dog has a lump that has been noted by a vet even how small & harmless they won’t pay for any future treatment ?
I even renewed my policy with them this year even though the premium was a lot higher & I could have got a much better deal elsewhere , I even paid extra to have an upgraded insurance because on paper if looked a better option
Maybe this is standard procedure with pet insurance I don’t know because I’ve never had to claim before as the high excess you have to pay makes it not viable
I think it’s worth saving the amount you pay in insurance premiums & let that build up in case your pet needs any treatments then you have a fund to cover the cost
I also think vets charge to much for medications your pet needs & you can buy much cheaper on line but because it’s part of your pets treatment they have you over a barrel because they expect your insurance policy will pay out
This needs to be seriously looked at because it’s bumping up the price of insurance
The end if the day all that matters is that your pet is healthy but you don’t need the extra stress caused by having to argue with the insurance company
I did appeal their decision which they still refused to honour the claim & didn’t even offer a goodwill gesture
I don’t think I’ll be using them again

Robyn was very helpful and patient, and solved my query almost instantly.

Easy to use website find what you want and a fair price

Robyn was really helpful at explaining some queries I had about a claim. She was patient and explained things really clearly. Great service thank you

Elliot was excellent and very thoughtful

Nancy gave me a better price then first given. She managed to understand my views very well. Very helpful and patient. Thank you!

Excellent customer service from Flo today. Query answered and sorted within minutes

Robyn was excellent help on the phone. She was kind and supportive regarding our sick dog and was very helpful with all the claim information we required.

Was looking to cancel pet policy at renewal due to costs. Nancy did a thorough comparison between the two policies and gave me great advise regarding the benefits of each policy. They even managed to reduce my renewal price. Nancy went above and beyond. Excellent customer service

Very helpful and friendly staff

Becky helped me find my insurance details I lost I was in fact registered in their sister company but Becky very kindly sent me all the details

Bought insurance twice now brilliant service good price & polite people,would use again

Very helpful and caring customer services call with Robin

Dealt with my queries quickly and efficiently

My call and enquiry with Kim yesterday was handled courteously. My patience was acknowledged while she checked out my situation and found the answer to my question. As my pet is undergoing treatment, professionalism and empathy is very important to me so it was great that all was handled sensitively.

The experience for this has been up and down with some people not adding bits to claim etc which has prolonged the process. This was until I spoke with a lady called Polly who is a senior. I cant thank her enough for following through with everything she said and being very clear and honest about things. Polly even offered to personally keep an eye on my claim and within 24 hours she updated me. She is an asset to the company and I wish all the call handlers were as lovely and helpful.

My dog was suddenly urinating a lot, not eating, hiding in the other room and howling. As any sane person would - i took my dog to the vets to be tested worried he was very ill. Mind you my dog always empties his entire bladder, doesn't need frequent toilet trips (I'm talking he needed to go every 30 mins), he eats everything under the sun and suddenly wasn't. he never cries and suddenly was howling most of the day. The vet did an extensive amount of blood tests to check if it was diabetes or something more sinister. thankfully it wasnt and ended up being behavioural. This insurance provider rejected our claim for the tests / checkup stating that they do not cover behavioural changes. the main reason people take their dogs to the vets is when their behaviour significantly changes. I appealed this as M&S and Coop have never rejected such a thing. Their appeal kept stating that they do not cover behavioural changes and they would not accept the claim. I've never heard anything so ludicrous... will not be renewing our policy with them as they clearly only pay you when your dog ONLY has sinister issues which is not what insurance is only there for. waste of money AVOID AT ALL COSTS.

Kim was very helpful and informative, providing me with the information and documentation I needed in a timely manner