"Avoid at all costs"

They have had a claim under review for the past 4 months and it still isn't resolved. Its a simple claim, yet they seem to be doing everything they can to delay paying. I am significantly out of pocket, they have asked for more information from the vets, which has been provided, yet they still won't pay. Avoid at alll costs. The worst insurer I have ever dealt with,

"Awful! worst experaince with any claims department ever. "

Awful!! I waited over three months for them to pay out a claim. They then sent the payout to my vets (or so they said) despite the fact the payout should have been made to me as I had already paid my vets directly for the treatment. Neither I nor my vets provided my vet bank account details on the claim form, as the payout should have been coming to me. Healthy Pets then sent the payout to a completely different company that they had saved on the system despite it not even being the same name and having no authorisation. I called them 4 times, and my vets called twice before we finally tracked down who they had paid. Healthy Pet then told me I needed to take up the issue with my vets and get the money back even though they hadn't received anything, as they paid the wrong company. This is now been going on for almost a month. Four months after the treatment. Trying to get any help via customer service is useless. I have to provide the same information every time I call, and I'm fobbed off with the same response every time. This is their error, and they are not willing to rectify it. This is my third year with the company I have never had to make a claim. The worst part is I now have a poor cat that needs ongoing treatment, and I am now anxious about having to make my next claim. Maybe this is why they make the experience so painstaking. To put people off claiming.

"Two month delay on paying out (so far)"

Two months today (26/9/2024) since claim received by Healthy Pets for my lovely cat Marley who was diagnosed with lymphoma and has since died. Claim was for around £1,200, less excess and co-payment so due @£900. STILL no money. Company says they have a backlog (it's the time of the year') and claim is approved and in process of being paid. Marley was euthanised on 5/11/2024; this with cremation cost over £500 which obviously is not covered by the insurance.

Don't use Healthy Pets. When my other cat died after a short illness in January the claim was settled quickly but they deducted the remainder of the monthly payments (eight) from the amount due.

"Quick and clear"

Quick call, clear information and helpful individual.

"Caring staff"

After getting horrible news about my cat and needing to claim on my insurance, I couldn’t find my documents so called in for help on a Saturday morning and spoke to Claire, she was so helpful and so kind. It’s a really hard time dealing with poorly pets and Claire made the experience so easy, even though I said I didn’t care about excesses etc. she still made sure I was aware. My addresses had got mixed up and she fixed it all for me. Just a really nice experience when in a horrible emotional state. Everyone needs a Claire in those times.

"Spoke to a young man called Mark"

Spoke to a young man called Mark, he was really friendly and helpful and made the whole process quick and easy

"Great price for what is being offered"

Great price for what is being offered. Stated I would get an email confirmation to confirm setting up the policy. Never did. We'll see if the policy documents come through within the stated time period. Checked junk folders and nothing. Little cautious as to whether it went through ok, as I won't find out for up to 7 days.

"Read the reviews properly as all or…"

Read the reviews properly as all or most of the 5 star reviews are about setting up the insurance. Search for how they deal with claims and its a different story. I cancelled as I saw that they weren't good at dealing with claims and cancelling was pretty convoluted so I'm glad I'm not with them tbh.

"Not made a claim so cannot review"

I’ve been requested to review this pet insurance but, since I haven’t made a claim (the insurance hasn’t even become ‘live’ yet!) I cannot really review the company. All I can say is that the insurance was straightforward to set up. The real test however, would be when making a claim, which hopefully, I won’t have to do.

"Seemed fairly straightforward and a…"

Seemed fairly straightforward and a reasonable cost.