"Terrible experience"

Like others here, I can only speak negatively about my experience. I have waited for a claim to be settled for over a month and it's impossible to get a response from the claims department. I have been loyal for over 3 years now - really not a good way to keep customers. The vets are chasing me and only given me 14 days to settle 4k, money I don't have otherwise.

Why is it taking so long?

"Like many of you"

Like many of you, I have been waiting since June for a claim to be paid. Their tactics is to keep asking the same questions over and over again like a broken record. They now have 3 weeks until complaint to Financial Conduct Authority and a civil court claim. The latter will be submitted to their CEO Mr Adrian Furness. The claim accrues 8% interest claimed by the court. I advise you all to do the same. Its a simple process, easily achieved.

"EaNew pet insurers."

Easy to understand, easy to navigate the site. Great value for the amount of things covered. I'm happy and so is Smudge

"Was with insureyourpaws with previous…"

Was with insureyourpaws with previous dog. Good to deal with and paid claim with no quibbling.
On line registration was easy.

"Hopeless outfit!"

Tried to renew over the phone after the company lapsed my policy in error. After being kept on hold for over 10 minutes I went though a really frustrating serious of questions with a dim witted advisor. The whole process took ages (even though all my details were already on their database!!) Then after 22 minutes the line dropped! I just did not have the energy of inclination to call back after such a painful (anti-sales) experience. Goodness know how this outfit will deal with a claim, when they can't even make a sale!

"Shocking delay for claim response."

Our claim was received on the 2nd August, phoned them today to find out the progress. It hasn't been looked at yet! I have been told it'll be a few more weeks. The lady I spoke to told me they have employed more staff. Looking at the reviews this sort of delay isn't new its been going on for months!!!What am I paying my insurance for. I would avoid them because if you make a claim you'll be waiting months for your money. 9 weeks so far!

"Great product at a good price"

Great product at a good price. Easy to apply and all documents available to download.

"Unacceptable wait for claim to be resolved - 21 weeks and still waiting!!"

Like many of the other reviews about Insure Your Paws, I have been waiting 21 weeks for my claim to be progressed. This is absolutely unacceptable. My vet submitted my claim form to IYP in April, however they didn't acknowledge it until 16 May. Now 21 weeks later, I am still waiting for this to be dealt with. I wish I had stayed with my previous, albeit more expensive pet insurance company. DO NOT INSURE YOUR PET WITH INSURE YOUR PAWS UNLESS YOU ARE HAPPY TO WASTE YOUR MONEY AND YOUR TIME.

"Reward existing customers"

Having had my policy for 2 years I have to say I was surprised at how much it had jumped in price given that I had not claimed for any treatments in over a year. I found that I could get better cover with the same company for almost £140 less than my renewal if I took out a new policy. I spoke to customer services who agreed it seemed silly but was not able to change my policy to match the new online price. I cancelled my existing policy and took the new policy as I was happy to stay with Insure My Paws. I do think however that it seems silly that I had to do this. Why do companies not just offer their best deal to existing customers? It seems there is no reward for loyalty these days or do they just hope their customers will simply renew at a higher price? I have given 5 stars as I was happy with the level of cover provided and when I had to claim on the policy previously it was handled quickly and efficiently.

"TERRIBLE, TERRIBLE, TERRIBLE!!!!!"

I've had a claim going on since 25th April and was told earlier today that they STILL cant guarantee when it will be assessed. They said because it "took a while" to receive all of the information that they required from my vets etc., my claim has actually now been pushed back! So the claim I've had going on for months is now behind someone else's, who's possibly had theirs going on for less time??
The final bit of information they needed was sent to them on 8th August (nearly 7 weeks ago) and they still haven't been able to assess my claim. Absolutely shocking if you ask me. Every time I call (which has been a fair few times!) I'm always told they can't give me any timescales. The staff working in their customer services department are always lovely and very apologetic - I feel sorry for them having to deal with calls/queries from angry and frustrated customers, like myself!
My dog has to have an operation in a couple of weeks that's costing £5300 and my vet has said because this claim is still ongoing and they haven't been paid yet, I can't put in a claim for the operation and have to pay when my pet is discharged.
Thank you very much IYP - absolutely SHOCKING customer service!!!!