UK PETtrac Database Avis 

I received a 5 star service from Petrac this week. At the most stressful time for us, about to take our dogs for Rabies vaccinations to move abroad, I checked my dogs details and discovered that he was still registered with the breeder on his microchip. This would have created major delays and issues at the time of export so I spent hours emailing, calling Petrac and the breeder. I was in a desperate flap! A process that would normally take up to 28 days to change was managed professionally within 24 hours. This was because the staff at Petrac listened to my pleas and understood how stressful it was for me, and they understood how it could impact on my dog during the export process. So they worked hard to complete the process in record time for me. They liased with myself and the breeder to make it happen as quickly as I needed it, and I am so very grateful and thankful to them for this. They really helped to take away my stress that day. I would recommend them to anyone.

Petrac treated me kindly and efficiently while I was recently bereaved and needed to change keepership details.

When we updated the PetTrac information for a pedigree springer spaniel, we took on from a local family, we were offered pet insurance through PetTrac, which we took out.

Unfortunately, she died unexpectedly last week at only 2 years of age. We rang PetTrac and asked them if we could claim for the cremation fees under the policy. We were told that was fine and they have sent the necessary forms.

At the same time, we learnt that if we claim, the remaining 3 months direct debit payments for the remainder of the policy will continue to be collected and then the policy will be cancelled. How is this right, to be reminded of a pet's death each month when the payment goes out. So much for sympathy and understanding. Its distressing enough losing her.

If we cancel the policy now, no further payments will be collected, but we cannot make the claim.

Finally, option 3, if we make a claim and we are reimbursed, some of this reimbursement can then go towards paying the outstanding balance of the policy in a single payment to stop any future monthly direct debits and therefore cancelling the policy. Thank goodness there is no excess in this case or it would be a complete waste of time claiming against this insurance policy.

I had imagined the process would be, claim against the insurance, and then the policy would be cancelled and no further direct debit payments would be collected. But this is not the case.

The customer advisor was trying her best and sympathised but it really didn't help me and caused even more distress and heart break. She has passed my case onto complaints, but I am sure it will come to nothing, as they will probably have a standard answer and show little understanding or feeling to the additional heartache they have caused to me and quite likely others when they have come to make a claim. I have never experienced this with other insurance companies with my pets over the years.

So, in conclusion, I would not recommend this company and its policies.

We take out pet insurance policies in good faith, thinking our pets will be protected and cared for correctly, but when you come to claim for whatever reason, then their true colours come through and you start to question why did we take out the policy in the first place.

Avoid.

Follow up:

Thank you for the reply PetTrac Database, I would rather not go through any more distress on the phone. Would be happy for you to contact me by email, but apparently my complaint has already been submitted.

Natalie.

Additional follow up:

Complaint responded to as expected. Very little sympathy received (even spelt the dog's name wrong in their reply - it is correct on the policy).

"If you wish to cancel the policy after 14 days and you pay by monthly instalments, and a claim is made, you must continue to pay the instalments until the premium is paid in full".

It wasn't my wish to cancel the policy, my poor dog died unexpectedly. So, basically I can make a claim by all means and hopefully I will be reimbursed under their farewell cover, but even then I must be prepared to be reminded for the next three months of my dog's passing when the direct debit payments are paid from my bank or I settle the account balance in one payment over the phone to stop any more distress. Thank you PetTrac.

If you cancel any other insurance policy say for a car, when you no longer have that car, the policy is cancelled and you pay up until the date you cancelled it. End of. Other pet insurance policies I have had over the years have followed the same procedure.

Of course, I can go to the FOS with my complaint, but I am already broken with this whole affair.

Final update: company have replied to my complaint as expected, showing little sympathy or compassion.

We sent in our claim along with some questions but nothing from the company after a number of days. So we wait

25/6/24 Update

The whole process has been long and drawn out and the company has still not decided if it will reimburse our ‘farewell’ charges. To say they cause unnecessary stress and upset is an understatement. They want so much paperwork and then take week after week to review it. I understand they have a process to follow but this has been heartbreaking even already

1-7-24 update:

All information received. Now it is a 4-6 week wait while they decide if they will accept the claim and make payment! At a loss.

23-7-24 update:

No communication after further 3 weeks.

Having chipped 23 cats in one event, my first using PetTrac chips, I wasn’t looking forward to spending the next day registering them all online. However the database was easy to access, straightforward menus take you where you need to be. The database recognised my chip numbers as I typed them in and because those nice chaps at Avid (Thanks Richard) had sent me a copy of the registration form which my clients completed I had all the details needed. Quick, logical, easy to amend and gives the added benefit of registering more than one cat to the same owner without typing all their details in again. 23 records done in about an hour (considering I dont touch type) was really good going. My clients get an email confirmation. I also have the option to send them a hard copy of the registration and I could print one off for my own records too. And, if I did make a mistake, my clients can call Avid and make corrections for free up to 28 days ahead. 10/10 for database design and the same to Avid for outstanding customer service.

PETrac itself may a good company, but the company they provide the free first month pet insurance through “Agria” are awful. On completing our details through PETrac for the one month free insurance we did not put any contact number in and made sure we opted out of being contacted. This made no difference, Agria have harassed us constantly on the phone and by post since, even after being asked to stopped. When asked how they got our details when I didn’t give them, they stated it was given to them from the microchip company PETrac. On contacting PETrac they blamed Agria, even though I never provided them with any contact details. I am hoping the harassing calls will stop.
Further to my review and in response to PETrac reply. I have already spoken to you and gone through everything, explaining that I did not provide my contact number and I opted out, hence why the information had to have come from you. There is nothing further to discuss. Please just don't share people’s personal details with any other third party companies without the customers consent, especially if they have opted out of being contacted by Agria.

Pet trac were super at answering my query called me straight back couldn't be happier with the service I have received

Not a chance in hell I'm paying that. Absolute con. Before the "we rely on blah blah blah no funding blah blah" I don't care that is absolute daylight robbery.

Phoned up about my cats unregistered microchip, spoke to Richard he was so helpful and friendly, helped to start the registration process before going online to complete. Even phoned me after to confirm it was all done and registered. Fantastic service.

I would like to thank yourself and colleagues for the efficient and painless way that this was dealt with when my nephew passed away at age of 38 and I took ownership of Etta. I was guided through and Pettrac done this for me at a very difficult time when my mind and emotions were so low.
I would happily recommend Pettrac to my friends and family.

Just want to say great service!
Everytime Iv had a problem the team have rang me or emailed to sort it
Fast communication

Big thanks to Ben for sorting my mess out ahaha I made a mistake and a few details wasn’t right
He sorted it in a few hours while I was at work

I had a really positive experience. Name change and needed to update. Constance at UK PETtrac made this simple and in less than a day completed. Ive peace of mind all in order. Thanks Constance for your patience and efficiency. Delighted.

Absaloute brilliant service I phoned to update all 4 cats wich I though was going to take forever but John was brilliant 5 minutes and it was all upto date

Invaluable! Thanks to registering my details with pet trac I was reunited with my beloved cat who had been missing for 5 days. Quick and easy to register for a reasonable fee, great value for money, and good customer service.

Had a bit of a scare regarding my pet. Can't praise PETtrac enough! Spoke to Ben the supervisor who was handling my case - so professional, understanding, gave impartial advise and assisted both parties for a resolution. Also - was no waiting times, answered straight away.

Very helpful, friendly staff. Easy communication and great service all round. Thanks

Fantastic communication and help / advise . Fabulous customer service . Thank you !

Very helpful customer service, very polite.

I had to call them several times and on each occasion they were polite, very helpful and patient with my queries. They were very open about the costs and charges when changing your address. I am very happy with there services and I recommend them.

Highly competent and efficient person dealt with a query about my pet’s microchip. Easily the most pleasant and organised company I have spoken to in ages.