The Insurance Factory (Motor) Avis 

Policy now Cancelled thank goodness, after the Shock of having the Policy go from £335 to over £600 which is Ripping us off Big Time, so watch out.

Have now with another Company for the same as Last Years Premium £335 with an added £1000 from 6000 to 7000 pounds, and the same cover.

So my advice tread very Cautiously with this Company.

They were informed but there so called MD did not comment to what I said as above.

My claims settlement money was supposed to be paid to me but has been sent to a mystery bank account! I had paid for the vet treatment and was asking for the claims money to be sent to me and the vet will have shared the invoice to prove I paid by credit card but somehow insurance factory sent it to what they say is my vet but my vet didn’t ask to be paid and do not accept insurance claims direct and didn’t give their bank details so we now have no idea whatsoever where this money was sent to and why. It also looks like my claim input details have been changed. Petsure are saying they are just brokers and that insurancefactory are who settle the claims. I’ve lodged a complaint with Insurance factory but so far only getting platitudes and a standard response that the complaints service can take 30 days and if I am not satisfied I can go to the ombudsman. I now come on here to see this has happened to three other people with pet insurance with insurancefactory where the money was sent to the wrong place and the customer is out of pocket. So clearly this is a frequent mistake or worse that is happening in the company and customers should be being reimbursed and not having to wait for yet another investigation. GIVE ME MY MONEY I AM DUE! My premiums nearly doubled and I haven’t even got my legitimate claims money to show for it. This company is a disgrace. I look forward to a prompt response. Or I will be following this up/broadcasting this in every way possible.UPDATE 22nd October, why is Lancaster insurance answering on behalf of Insurance Factory here? Why has no one contacted me in response since I noticed these repeated company errors? Why have I not been sent the money I am due when the error was the fault of your company???? I will be taking my case and these others to the press if I don’t receive my money promptly.

UPDATE 1st Dec: this response from Insurance Factory is disingenuous as they have finally answered and not upheld my complaint as they claimed that I ticked the box to pay my vet ( I didn’t I ticked the box asking them to seek details of the treatment from my vet). They sent my money to Medivet who don’t even own my vet anymore ( they don’t check who to pay with the vet, they just go to a clearly out of date database!!) they have washed their hands of my case. So I am left to contact Medivet and chase my money and Medivet now say they have to refund it to Insurance Factory!!! Why are insurance factory not helping when this was not my mistake!!! Why would I tick a box to say pay my vet when I paid my vet already??? This is terrible terrible customer service. Will be taking this to the ombudsman.

Good and quality service

This company paid out my veterinary claim incorrectly to the completely wrong company. They then took 6 months to sort the situation out, only really doing anything when I complained. Unfortunately I only became aware of the issue when the referral vets came to me asking for help with resolving the problem. I would never use this company again, as the service is extremely poor

Very good customer service

Cost more than it should have

Had to make claim and had to pay vets £3821.39 !as insurance factory dragged there feet for 11 weeks before making a payment of £2000 then they refused to make payment to me and payed the vets and had to wait for them to reimburse me took 11 weeks in total, then they had the nerve to nearly double premium from £43 to £84 cancelled cover now,

Very good, very fast, and got my payment and documents were sent ASAP.

Great advisor who i spoke to, very clear and explained everything the best they could have done.

I'm so grateful for the help that I received.
I nearly lost my car because no one would insure me.
They said I was too young and my jaguar was high risk.
Insurance factory went above and beyond to sort things out.
Thank you so much

The guys on the phone were very helpful and patient with me. No rush 👍 👍

They have recently renewed my pet insurance but notified me 22 days past the end of my contract. I have responded twice using the given email address to no avail and not once has anyone answered the phone.

I wish to cancel my policy but feel they are trying their best to trap me into a contract

Top ❤️❤️❤️ service

They do not answer the phone and take weeks to respond via email, when they do it is a generic answer.

I made a claim via my vets in July, and they still have not paid out. I had acknowledgment of the claim after 4 weeks but it's been another month and nothing, despite me chasing them up. My vets are now hounding me by telephoning me daily to chase up the insurance - I have a very busy job and do not have time for this.

AVOID this company unless you're prepared to wait months for your claims to be processed and like waiting for the telephone to be answered with no joy.

Good 👍 help faster

NIGHTMARE COMPANY TO DEAL WITH
This company where my pets are insured is a disgrace to deal with. They are terrible in answering the phone and have called every day up to three times with no answer and they don’t respond to emails. On the rare time I got through today I spent 32 minutes, most on hold to a person who could not stop telling untruths. I demand my money back as you just can’t get answers. Will be taking out a county court judgement against this company and its directors, after all, my pets deserve so much

YOUR REPLY ANSWERS NOTHING SO A COUNTY COURT JUDGEMENT TO GET MY FUNDS BACK PLUS WILL TAKE PLACE TODAY

The people was very friendly and very helpfull they got me the cover i needed and got it all sorted very quickly i will recommend them to my friends

Very helpful pleasant young man, who took his time explaining all necessary areas regarding the policy