"Your website was very useable and the…"

Your website was very useable and the information clear and precise.

"Delays - but good customer service"

EDIT:

After speaking to Charlie I have amended the rating. Charlie was not on the claims team, but went out of her way to help by getting my number, finding out an update and letting me know my claim will be processed as a priority.

My feedback about HP would therefore be that delays in processing should be communicated to customers, rather than letting them wait for the 4 weeks, then chase to find out - dropping a courtesy email will hugely deescalate customers who are unhappy and will show you are solving problems.

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This is the last year I am using Healthy Pets.

I have, unfortunately, had to claim twice this year. The first time, I submitted all the paperwork on time, completed; weeks on I received an email asking me for previous vet details - I checked, they were provided on the form, but I provided them again. Finally, 6 weeks later I got the money, but not without chasing.

Currently awaiting the processing of the second claim... The deadline is meant to be 4 weeks. This was two weeks ago - no replies to my emails, not picking up the phone.

Really unnecessary delays in an already stressful situation.

"Great until you are waiting for money "

Very easy to book the policy. People on the phone are very friendly but it’s taking too long to get an insurance claim paid out.
Website states most are paid in 10 days but some take up to 4 weeks.
We are now over 4 weeks on our claim. We’ve called twice, both times told that everything is in order. Just waiting on a final assessment before paying out and that it’s taking longer. Each time we call it’s taking a week longer than the last time we were told.
Already had to put the vets bill into a credit card, we are now facing late payment fees as we can’t pay the full bill until we receive this payment.
Terrible dragging of heels.
Will reconsider using them again in the future.

"Very good service"

Very good service, and very helpful customer service, sorted out a misunderstanding very efficiently. Thank you.

"Cat insurance is not fit for purpose"

Cat insurance is not fit for purpose.
They don't cover dental illness, and seeing as cats quite frequently suffer tooth resorption, it's not really fit for purpose. I've wasted hundreds of pounds on policies for my cats that turned out to be useless. Go for another provider that offers dental as standard, avoid this company.

A prior claim for pyrexia of unknown origin was honoured, but took a long time to pay out, and my premiums (all of them, not just the one for the cat in question) increased.

"So Great Until You Need to CLAIM! out insurance with these…"

So took out insurance with these cowboys a couple of years ago...premiums were good and competitive...actually discussed renewal on the phone with a person who was friendly and helpful.

Made a claim over a month ago, getting the form was easy and simple to complete, sent it away expecting a response in 10 working days like it clearly says on their website. After 2 weeks had heard nothing...chased and was told yes, they had my claim..but due to the amount of claims they had it would take 25 - 30 days to process my claim...

So my cat died...as I didn't know if my claim would be settled and I couldn't afford the treatment she needed.

Still no update on my claim.

If you want friendly helpful telephone staff choose these guys....if you want a claim paid promptly...go elsewhere!

I'm sure I'll get a response to say how sorry they are and to contact them to discuss...but that won't bring my cat back to life will it?

"Have spent 25 mins on hold this week…"

Have spent 25 mins on hold this week before I gave up trying to speak to company. Also emailed but no response. What us going on?

"Avoid!!"

Avoid!!! Put my claim up from £56 a month to £88 even though I have never claimed for my dog. She unfortunately become ill last week and sadly I lost her, healthy pets showed no empathy or compassion. When I asked how I made a claim I was told that I would have to pay the rest of the years policy which totalled over £700 plus 20% which they would deduct from the claim. If I didn’t claim this would not be the case. Absolutely disgusting how they take your money every month but will not pay out on a claim. Never ever again will I use them and I want other people to be very aware of how they operate, there are far better insurances out there.

"Responded really well when there was an issue"

3.5, rounded to 4

Call-handlers are really polite and pleasant, and are really helpful in giving information; I initially had an issue due to a delay in payment, which was the first time it had happened with this company, but I can't fault how they handled it. I got feedback within a week, an apology, and an inconvenience payment. I was really impressed with their handling of the issue, and how honest they were about a one-off mistake - I would be happy to use them again after their actions.

"Cannot believe that my vet put in an…"

Cannot believe that my vet put in an insurance claim on the 22nd Aug and still not got a confirmation Email. Rang and was told they had a backlog. My claim is for nearly £1,000.00 which I had to pay on my credit card. Had to take early retirement due to ill health and nearly £100.00 a month in premiums because I’ve had my cat for 17 years. Not really good enough. Rang and was asked if I wanted to make a complaint. As though that’s going to solve anything. Cannot get another insurance company because of her condition so would advise anyone to think and look at reviews before trusting your family to unreliable companies. I will put a caveat to this as I’ve always had good service here but they have really let me down when I needed a speedy response to my claim. Also I now owe this insurance company money because they have said 4 previous claims made by my Vets were I can only assume fraudulent by their last assessor although previous assessors were happy with it. Beware