morethan.com Avis 15 970

AVOID…TERRIBLE
Had to do all the chase work after our beloved pet died.
They still owe us £200 plus 3 months of pet insurance after our dog had died.
Hanging up phone calls. Terrible service.

Absolute joke
No communication regarding claim progress then to find my claim was split into three claims so they could remove the £100 excess from each claim. Worst insurance company I have ever had the displeasure of insuring my cat with avoid at all costs.

Everything has been absolutely awful with my pet insurance. I spent from June to August dealing with one claim, and now into my second month of dealing with an October claim. I feel utterly exhausted with battling with this awful company. I have two complaints open. Money unpaid which apparently is just sitting waiting to go into my account. No communication once it goes to a complaint. No call back within the promised time to discuss so I suppose after 8 weeks I will get some 'computer says no" nonsense with no opportunity to dialogue about my complaint. I would never ever in a million years have renewed with this company if I hadn't been promised better service going forward. I never want to deal with this company ever again and will make sure that none of my future home, pet, motor insurance is ever with more than or admiral. I have spent the last 6 months in almost constant frustration with this farce of a company.

Morethan - Their customer service is bordering on FRAUD. They treat existing customers very poorly. They increased my premium substantially without good reason I queried it and they put it UP even higher. When I shopped around I got the EXACT SAME policy from them as a 'new customer' for 1/3rd of the price - an ABSOLUTE RIP OFF !!! they wouldn't even apologise and closed the complaint

Good easy to follow guide to dog insurance and a good range off choices to choose from and reasonably priced

Easy to navigate info. Helpful staff.

Very easy to sign up on line

Great service

Have been with them for several years and always thought they were good in past. Currently trying to sort out a claim put in at the beginning of Sept and it has been a nightmare. Have rung multiple times, logged two complaints. One person tells you they will do something and the next time you ring there is no record of it. It’s a complete shambles now and I will renew insurance for my 3 pets elsewhere.

MY DOG IS AT RISK - AWAITING CLAIMS TO BE PAID FROM AUGUST 2025
My dog is very poorly and under the care of an Animal Hospital, she has been insured with Morethan Pet Insurance for 9 years, we pay £451.00 per month and she is insured for a total of £12,000 per year. Morethan have ignored all my claims for her Hospital care and specialist foods since August 2025. They have not replied to any of my emails and I have had to phone them about 20 times only to be told a load of excuses, its one excuse after another.

1st Excuse - They have merged with another pet insurance and have a back log.
2nd Excuse - They have a new system and its taking longer to attach the invoices.
3rd Excuse - The invoices are still sitting in the system and there not sure why.
4th Excuse - Today I am told that they have not been paid as we have used up the £12,000 - We have only claimed about £1,000, this is so untrue.

I am absolutely worried sick that if she takes seriously ill again and needs urgent Animal Hospital treatment we will be turned away, then I will hold Morethan responsible if anything happens to her.

I have read on Trust Pilot that the same excuses above are being told to other customers.

I am going to speak to the Ombudsman as I need this looking into immediately plus I am now beginning to wonder where our monthly payments of £451.00 are actually going to.

EDIT: Thank you Rach for your reply, I have sent an email with my details and await a prompt response.

Very satisfying experience with this company

Great price, would highly recommend to others.

Avoid. Used to be fantastic pet insurance with exceptional processing and payment of claims, typically within days. Ever since Admiral took over it’s the polar opposite. It’s taking weeks, with little/no communication. For the latest claim (submitted start October) I’ve just come off the phone today (13/11) for the 4th time chasing the status. Apparently now it’s paid and will be in my account in 3-5 days. Believe it when I see it. A week ago (6/11) it was approved with payment due in 1-2 days. Before that (3/11) it was waiting for approval. Allegedly it’s all down to new systems/portals etc. I was assured today (again) that things are now improving with a stated aim of “processing and paying claims within 15 working days”. I have no faith in this. Will not be renewing.

EDIT 14/11 - many thanks Alex for your reply. I will contact you. Just to say publically every member of the MoreThan team I have spoken with have tried to be supportive and helpful, however they have been unable to have any real impact on the issues faced, I suspect due to systems/process problems from the underwriter switch.

I can't believe the poor reviews below. My experience has been completely different. I filed a claim on the 9th Nov when my dog became ill. Sadly, she had to be taken into hospital in the early hours of the 10th but nothing could be done and we made the decision to end her suffering late in the afternoon. I updated More Than on the 10th. The settlement arrived in my bank account on the morning of the 11th, followed by an email with a clear explanation of the deductions. The three operators I have spoken were wonderful. Very sympathetic and helpful. I couldn't have asked for more. I know that More Than has been taken over by EUI LImited recently. Perhaps the change of ownership reflects the difference in service I have experienced.

Really unhappy. They immediately doubled our insurance on moving to London “as Vets more expensive”. Ok. Get that. BUT they don’t increase the cover. There’s no details of how much an operation will cost. We had £12k cover per year. Thought enough. But it’s £4K limit per illness per year.(so 3 separate serious illnesses per year which is highly unlikely) And excess deductible. Our dog needed emergency surgery and we are looking at £10k bill. Possibly more. Really unhappy and complaining

They looked after our other cat very well

It was quick and easy to set up the insurance online

I received a renewal offer that was quite unacceptable to me. I spoke with a representative of Morethan who was extremely helpful and patient as we explored numerous options. Happily we found one that was quite good and acceptable to me. The representative then dealt with the process quickly and left me with nothing to do other than to await the new policy documents which I received the following day. Thank you.

Hi
Loved the quote we got for our English Bull terrier.
Great choices and pay monthly.
Perfect

Be aware that being a responsible pet owner will lead to further charges.

Insured my kitten from when I first got him, you clearly can’t neuter a 13/14 week old cat. Six weeks later he is neutered, called More Than to advise and they put the price of my policy up by 20%!!

The insurer I use for my other cat didn’t charge any extra for adding details of her being neutered.

I would advise you avoid More Than due to this sneaky charge levied against responsible cat owners.