"Brilliant customer service"

Brilliant customer service

"Vey poor service taking up to 16weeks…"

Vey poor service taking up to 16weeks for claims to be settled

"Incommunicado. 8 weeks on a claim and waiting..."

*Update
10 weeks later. They asked for more information. Then the live photo of a vaccination record complete with microchip number stuck to it and even the code numbers for the vaccination batches was not good enough.
I was asked for information from the mother dog's vet account even though my dog is now 18 months old - this is very bizarre. They did specifically announce that if I couldn't provide that then the claim would fail. I think they are just scratching at the bottom of their small print now.
They now have every single piece of information they have asked for, let's see how much longer this goes on for.

8 weeks since I claimed.
No news on the claim front, but I did get an email to say they have received my complaint.
I didn't make an official complaint, but I can suggest all the people they have working in their complaints department should move to the claims department to move things along faster.
Making a complaint seemed utterly pointless and wouldn't make a blind bit of difference, and it indeed hasn't because nothing has happened with my claim.
I am about to make an official complaint to the Financial Ombudsman now. Eight weeks and no payment on an insurance claim is not acceptable.

Policies appear good value but when it comes to claiming there seems to be no human beings working there?

I submitted a claim over £1000 more than 6 weeks ago. At 3 weeks I had a text and email to say 'we're working on it'.
At 5 weeks, another message to say the same.

I cannot get through on the phone. They do not answer emails. (*edit - but they managed to reply to this review within 24 hours).

So - pretty pointless insuring with a company that just takes your money but does not honour any claims??

I used to be with one of the 'big' insurers. I only claimed once with them but they paid out within 10 days.

"Been with them for 2 years & have only…"

Been with them for 2 years & have only had to make 1 small claim which I've been waiting for months for them to deal with. Haven't replied to my emails & can't get through on the phone. Appalling company & will definitely not use again. Was with Tesco pet insurance before & they were brilliant.

"Appalling customer service and wait…"

Appalling customer service and wait times for payment of claims. Put two claims in on 28/4 and first week of May. Still not settled although they are straightforward claims. Rang couple of weeks ago to be told they are busy. Waited on hold yesterday for 30 mins to be told by customer service i had to call another number. Waited 45 minutes in a queue to speak to someone then gave up!!! I have just submitted two further claims last week and haven’t even had those confirmed as received yet either. I have also emailed them on 3 occasions with no response. Terrible.

"Excellent"

Very pleased with service I received and price

"Very easy to use"

Very easy to use

"Really disappointed with this company"

Really disappointed with this company. I applied for a claim at the start of April and its now over 12 weeks. Ive rang atleast 4 times to discuss this and was told they were really behind with their claims and it is being processed. Rang again yesterday 07/07/2022 to be told sorry we will move to the next stage. Ive received a text this morning asking for more information from the vet. It was a straight forward claim that should not take this long. The dog took some sort of growth on its paw and had to get a digit removed. Not rocket science....Disgusted with it and defindly will be looking for a new insurer when this policy finishes. Looks like this isnt the first review on this topic. Insure Your Paws, aye if you want to wait for ever....!!!!

"At the moment…. Disappointing!"

I would like to give this company a higher score however, they have had a claim since mid March and it is still not settled. I have phoned them on numerous occasions, and although the staff are very polite, I am still waiting. After 12 weeks, I was told my dogs date of birth was different to what they had….it’s taken 3 weeks to correct this. It was only me chasing this that I found out…why didn’t anybody email or phone me? A bit disappointed at the moment…hoping they will redeem themselves soon!

"When benji was I'll with pancreanitus …"

When benji was I'll with pancreanitus the company dealt with our claim.it was very efficient service.