"very easy to navigate through from…"

very easy to navigate through from payment to updating details

"Avoid!!"

Avoid!!! If I could give 0 stars I would. A truly shocking claims procedure. It seems like stalling is the name of the game, a constant barrage of emails and texts asking for information that is required for the claim to progress. If the information is a pre-requisite for the claim, then why oh why is it not part of the application process? Quick to take money, not so quick to pay out. Almost impossible to contact on phone in my experience. Email support takes 5 days at least to come back to you, then you reply and then another 5 days to reply again. Been given a complaint manager, who I cannot contact, and who doesn't answer emails. We had a very emotional and stressful few weeks prior to the claim, which led to our beloved dog passing away and then having to deal with the drawn-out claim debacle (which is still not resolved) it has been a joke.

"This company is a disgrace they use…"

This company is a disgrace they use delay tactics we have sent all the relevant information needed regarding the claim, then they send an email asking again for the same information this claim is now 5 months old, our vets is putting in a serious complaint
Please do not use this company you will regret it

"Great product"

Easy to register and keen price for very good cover

"Great product and customer experience!"

Easy to understand customer journey, well presented information.

"I have been waiting for a £3,200…"

I have been waiting for a £3,200 payment for 3 months. I have called numerous times with nothing being done and no sign of this money being paid back. I pay my premium so that I don’t have to worry about forking out for vet bills, however we as a family have been struggling for the last few months because of this. The average person has not got a spare £3k. We need this money for Christmas, food and paying our bills. It is utterly disgusting.

"Easy to use,good price"

Easy to use and a good price.

"I have been waiting for a claim to be…"

I have been waiting for a claim to be settled since august - every few weeks I receive a text and email asking for further info - this is sent and I receive confirmation - then a few weeks later the same email this has been going on for over 3 months - it is total delaying tactics to pay out - I have been with this company for a few years and this is the first claim I’ve made - it’s an absolute headache dealing with them - I have made so many calls and sent so many emails to follow up - I’m told they have everything they need then receive an email asking for something else that they already have - I logged a complaint and was given a date that I would receive a response - low and behold no response but another email saying they have to extend this another month - totally incompetent company - the whole claim has been a nightmare and the company are delaying making settlement but constantly asking for different bits of info which they have

"Claim process time is too long! Be Aware"

I've been with IYP for a long time and pre pandemic I could not fault them, playing out claims fast. I put a claim in 10 days ago to find out it could take up to 3 months to even just be looked at. I've already paid out £2.5k from my own pocket and have a continuation claim to add. With xmas around the corner and the cost of living spiralling out of control I really need to reimbursed with a decent time frame of 10 - 14 days as that is acceptable, not quarter of a year bare minimum. I have 3 dogs insured and spending just short of £1k a year with IYP. If I cannot have my claim settled in a timely manner I have no other option than to immediately remove 2 dogs from the policy and then remove the 3rd once the claim in complete. I understand the issues you face with increased workload but this is why I buy pet insurance to have peace of mind and not to be left high and dry in the 11th hour. Buyers do your research before signing a policy here. I hope IYP can resolve my faith in them and at that point I would be happy to amend my judgement. Lets see....

"Ongoing now waiting since September for…"

Ongoing now waiting since September for my first claim to be processed