"Huge increase…"

Disappointed that our annual premium has increased by approximately 150%. It was £14 a month. Now £45.

"AVOID. SLAs not communicated, claim took over 10 weeks to pay!"

I had been a customer of IYP for approximately 7 years.
I had only had to claim once back in 2018, and they settled my claim within 3 days.

Recently, I had to claim in April of this year. I called ahead of time to confirm this basic procedure would be covered (camera up the nose, no pre-existing condition or physical injury) and to check what I needed to provide. I submitted my claim around the 28th, and it took over 10 weeks for them to settle it. I was informed after complaining via email that I had not had any contact or sight of the monies I was owed (that I had to pay out of pocket first, luckily I had enough saved!) and I was informed of a 9 week SLA, 9 weeks after my claim date. This was not communicated to me when I called up to get the claim forms.

I had called several times throughout this period for updates, and requested that my contact information be updated 3 times as the email they had on file was an old email. They also had my maiden name (that I had previously requested be updated). This was never updated.
Every time I called, I was told to expect a call back that day or within the next day. I never received a call back.
It was only once I threatened Ombudsman at the 10.5 week mark that my claim was miraculously reviewed and settled - yet they decided they wouldn’t cover part of the procedure that they had previously stated they would.

I have cancelled my policy and moved over to Petplan, it’s slightly more expensive but for a lower excess and better cover (dental included!) and their ability to pay the vets direct. AVOID this insurers. Unless they improve their customer service and underwriting process they will not be capable of providing a worthwhile service.

"Good value for money."

Website and options a little tricky to negotiate on a phone. Probably much easier on a pad or lap top. Good value for money compared to most other providers.

"Would Recommend"

I have always found the staff helpful and previous claims settled easily.

"Great contact"

Been with this company 3 years now. Good reminder about renewal date price seems fair and there was no problem when I made a claim

"I having fir two years and didn't have…"

I having fir two years and didn't have to use it but every year thhe price is coming up about £5. I'm worry if I have to use it how much will be cost the next insurance

"Appalling"

Very frustrated,put in a small,straightforward claim on 27thApril,had to call several times as heard nothing,took ages to get through,finally today get an email wanting full medical history,ring vets about this and they say i should of had a form from insurance company so the waiting game again for said form,totally unnecessary for a full history for my claim anyway in my opinion,im disgusted at the service and when this is finally settled im moving on and definitely wouldn't recommend this company

"1 star is too good for these con…"

1 star is too good for these con artists. Took 5 months to deny my valid claim. This was my dogs second mass cell tumour and therefore they described it as a "pre existing condition" and denied the claim. STAY AWAY!

"Claims process currently taking at least 8 weeks."

Their claims process is currently taking at least 8 weeks (our last claim took about 12 weeks!), which is completely unacceptable! Add to this that I normally have to hold for about 15 minutes before I can speak to someone each time I call the claims team and you have a very frustrating situation and pretty poor service in my opinion.

"I didn’t want to auto renew and called…"

I didn’t want to auto renew and called to cancel and get a refund