"Really quick turnaround"

Really quick turnaround. Cannot fault the service at all.

The only drawback is the policy excess deduction from the claim.

"DO NOT BUY CARAVAN INSURANCE WITH THIS…"

DO NOT BUY CARAVAN INSURANCE WITH THIS COMPANY!!!! AVOID!!!!

Extremely poor and frustrating experinece. Having had to claim for impact damage on my caravan insurance company sent an inspector who had a brief 5 minute look and claims damage is fracture with no substancial evidence to support the claim and part from using words like 'its a funny one isnt it' and yes its 'inconclusive' Requested on numerous occasions for evidence with no joy. This company take upto 7 working days to respond to any emails which is extremely stressful. Due to the time taken we have had to sell the van at a significant loss. Insurance companies are supposed to be helpful and in this instance find any way of trying to get out of a claim. Currently waiting again for a responose back and will be esculating and fighting the claim. Company using an independant company to inspect and advise it is a thorough inspection having been with the inspector this was a 5 minute inspection which was far from a detailed inspection. I had asked for a more detailed look during the visit including trying to remove the bar next to the crack but this was refused. Major concerns around the level of inspection suggest insurance company need to review who they use to carry out the inspections if they are relying up a 5 minute look to conclude findings which is unacceptable. I have asked other competant companies to assess the damage who have advised damage is impact damage as yet waiting for evidence a part from a couple of peoples opinions in a report from Insurance Imporium. Very poor hoping to find a prompt resolution.

"The way that my claim was handled from…"

The way that my claim was handled from start to finish was done with courtesy and efficiency. Everything was explained by a very polite and attentive agent who guided me through the process. Can't recommend too highly

"Very helpful claim was issued and…"

Very helpful claim was issued and sorted very quickly will definatley use the again

"Finally got paid out after four weeks…"

Finally got paid out after four weeks due to vets not explaining the situation for the claim

" Pet insurance is not cheap and customers deserve so much better than this."

Called to advise that we had to put our cat to sleep over the weekend. Firstly, it was explained that certain costs would not be covered, which I was OK with. Secondly, I was told that the policy would be cancelled.
I was then taken aback to receive a notification shortly after the call with what was an updated renewal letter (I renewed in November last year) which thanked me for 'continuing my adventure' with Insurance Emporium, and then informed me, once more, that certain expenses surrounding our cat's death would not be covered - just to hammer the point home (these changes seem to have come about some time ago, but I don't recall being clearly informed at the time?); I was also assured that the next month's premium would be the same as last month's - good to know! The wording, and the timing, not to mention the accuracy of the information, were way off base given what we had just been through, and I thought the handling was downright insensitive. Having had to make a continuous claim in my cat's final year, I have had a good experience up until now and would have recommended this company, but this has taken the sheen off the whole thing and was totally unnecessary. I asked for, and received, an apology - for my loss (again), and not for the error on their part - but this letter need not have been generated and sent. Presumably, it's automated so customers just need to be cool with that. Pet insurance is not cheap, claims can be distressing at the best of times, and customers deserve so much better than this. Please beware if you find yourself in a similar situation, and I hope you have a better experience.

Update: thanks, Joe, I understand what's happened now, but I stand by my comment on automated processes on your portal; it's a blunt tool unfit for the needs of your customers. I didn't need a full reprint of the renewal letter, I needed confirmation I had updated my address. Automation without calibration is sub-optimal.

"Simple process"

Straight forward claim form. Claim amount received calculated exactly as outlined in policy.
Prompt payment

"Bit of a long one here"

Bit of a long one here! My 9 year old Cocker Spaniel’s insurance is due for renewal this May 2025. I used to pay £45/month, and they have increased it to £89/ month! So, I rang them (not very happy to say the least). to be told that it is due to ‘Chronic Ear Disease’, which was news to me. I requested a ring back from a Manager to discuss this! I then rang my vets, who told me that this was mentioned back in 2023 by a vet no longer there, and that they were not sure why, as Juke did not have this (I am due to see the vets next week, when they are both having their annual check up) and will have this clarified by the vets! I then received a call back from My Emporium, and I asked why my premium has doubled (totally not acceptable)! I was told anything to do with ‘Chronic’ will increase the price! Surely this cannot be right (£10/month increase, yes, but not double the price)! I was also told that I am not allowed any discounts (even though I have been with them for heavens knows how many years (seems they only look after new customers as us ‘old’ ones disappear in the back ground))! I then asked what would happen if, when I go to the vets, that Chronic is not the case of Juke, I was told they will review that, and that the insurance may be £67! Still £25 increase! What is going on! I am now in two minds to cancel both of my pets insurances (totalling to a grand total of well over £1000/year) and just put it in a savings account! I dont want to, as they have been so good, but the premium increase is making me have to!

"Quick to pay out"

Had a great experience with them my vet sent claim in very quick response and claim settled would recommend

"Good communication"

Good communication. Easy to make the claim.