Pet Insurance Reviews 

M &S pet insurance.They pay claims and fairly promptly. But the increase after the first initial year is massive over 2 years for 1 dog is over £3297.84, it has gone up this year by £1102 . I insured my other pets with another company, but unfortunately I am stuck with them as my dog has a condition no other company with touch .

I have had dogs for over 20 years, always insured and M and S pet insurance is the worst company I have dealt with. Sadly had to have our dog put to sleep over a month ago and I am still waiting for them to pay two claims. Underwritten by Pinnacle insurance. Do not use.

Please do not use this insurer, they are not paying a claim when my vet has confirmed that they did not state the information they are providing for not paying out. It’s not a huge amount, but the principal is they said NO even before the vet wrote a report. The vet has confirmed to me twice they should be paying out. I am currently filling out forms for the FCA to look into this company.

Our dog cut open her tummy had op plus out of hours vet visit treatment cost £433-00 out of hours £17-00 paid after 5 different deductions. Then main vet bill in same claim £1300.00….. £800.00 paid and yet another excess appliedb25% deducted . So of roughly £1700-00 claim we had £800-00 deductions, what a rip off 10 yrs without a single claim to be treated like this . How can you have multiple excesses on one claim. Now not replying to my emails . Terrible company when you need them .

4 WEEKS TO SETTLE A CLAIM IS DISGUSTING

Absolutely awful. They are a con, save your money each month if you can in a pet account. We were paying insurance thinking we were responsible pet owners however we only need to claim once in the 10 years when our dog became very sick. We only received 2/3rds of our money back for the tests and treatment, and when he died 4 weeks later, as he was over 10, the cost of the vets for euthanasia and cremation were not covered because he was over 8! Over the years, they consistently put the price up despite us not ever claiming and having healthy dogs.

Pet insurance, where do I start, make a claim and the renewal doubles in price but...... I had a great experience with Tesco pet insurance, I spoke to a lovely lady called Suzanne who supported me with my policy renewal, although no advice could be offered everything was explained in a clear concise manner and all options explained. This helped me to make an informed decision and saved me money.
Suzanne, thank you for making a stressful situation much more bearable.

After reading all these reviews, I was worried that my insurance claim would be dismissed by this company: it was absolutely not the case. They dealt with my claim very quickly and I received the payment I was expecting very promptly too.

If i could give 0 I would. Never again am i insuring my dogs with you! Paid for 2 years over £600 down the drain and they didnt pay out my insurance claim (£1K for elbow mass surgery removal) because of a stupid reason- 365 days has passed since symptoms started. What a load of bollocks. The vet told us to monitor (back in 2023) the lump and only now just told us to remove it as it bled and was growing and changing! BEWARE! dont insure with them!!

After being loyal having 2 dogs covered for 10 years at over 2500 a year I’m very disappointed to feel mis sold now the time has come to make a claim.

Just like everyone else’s reviews there were multiple ridiculous exclusions and caps to certain costs that are way below a reasonable value for the service being provided by the vets.

I was sold it as an all inclusive policy with a monthly total figure cap, that’s definitely not the case. They also halved the monthly support from 10K to 5k even with no claims and still put the monthly fee up!!

Wouldn’t recommend to anyone. Now another 2k out of pocket even though claim was 4.7k so under the 5k limit I was told I would have!

Absolutely awful company. Please avoid for your own sanity!
We have paid in to this company for many years. Yesterday we made the very sad decision to put our 17 year old dog to sleep. This ‘insurance company’ will not pay out as they don’t class euthanasia as a vet bill, even though the treatment was billed and carried out by a vet. Nowhere in the policy does it mention that euthanasia is not a treatment. I have asked which page this information is on and they cannot tell me.
Staff are working from home and cannot put calls through to managers. All to cut costs and increase profits.
It’s very clear that their slogan ‘we love pets’ is incorrect. They love the owners money and will try anything possible to worm their way out of making payouts. Years of paying £50 a month for absolutely nothing in return. Please, please avoid these heartless, money hungry cowboys!

Avoid this company - please. We were with them for just over 8 years until our cat past away.Our experience was terrible it took ages to get any sort of a payout and then there were spurious excess's, deductions and exclusions. We had to continually chase them even for a reply.Our annual fee went up and up due to claims that were drastically under paid, one claim was for an emergency out of hours appointment for £375 of which they never did pay out on. The company is a disgrace. When our cat passed away it took us 9 weeks of chasing money from them. They just didn't care. THIS COMPANY IS TERRIBLE, I wish I had read the reviews first.

We had insurance with this company for our cat for years. No claims until he reached the age of 14. He then developed a Thyroid issue and latterly a bladder tumour from which he died. This company are a disgrace. We had a claim for emergency treatment £530. They evntually after many calls settled with a payment of £45. All sorts of spurious excesses and other exclusions. A second claim for £634 following our cats passing from a bladder tumour resulted in a settlement figure of £295 again after chasing them for settlement. Again all sorts of spurious excesses and other exclusions. I think (possibly due to poor reviews that this company pet-insurance.co.uk are now rebranded as part of The Insurance Emporium). Avoid at all costs.

What's the point of having a policy with them.
Two claim's that resulted as exclusions.
First one was for an eye injury that was caused by an accident. His eye was treated & healed quickly, but they said that my dog has a condition that they cannot cover - this was 3 years ago - I contested it twice and had no reply. BTW, his eye sight is very good as he tends to spot rabbits and squirrels from a distance.
The second is recent - where he had a shoulder injury, and the VET gave him a pain killer that can affect the pancreas. Now he has an exclusion for his pancreas.
None of these above are nothing to do with existing / inherent conditions, so why have they declined his claims and why am I paying so much money for piece of mind when I have no faith in this company anymore.
However, on a positive side, we did manage to claim for his shoulder treatment, but after paying for their excess and an "additional percentage on top of the excess"! we got a small portion of the VET fees back.

Thought I had affordable piece of mind..... I was very very wrong. I have 2 dogs 2 policies one for 7 years the other for 6 years, never claimed. My youngest dog has a hernia that needs an op, after following advice from my Vet did a wait and see, visited the vet today who has now said that they need to operate on it. Because of the timeline its not covered, this was never explained to me when I took out the policy. Am I suppose to ignore the vets advice? I'm livid, an absolute waste of money for the last 7 years!. I will be cancelling both my policies and putting the money into savings instead. Judging by the other awful reviews on this site I don't want to pay for a second rate service.

I give 3 stars as my claim was accepted and they paid exactly what I expected as per my docs. I cannot give 5 stars as I found the process very frustrating. Constant chasing, also being told by one advisor that they were awaiting me to respond to an email that I’d replied to 5 days previously. I think some staff training is a must but overall the claim was agreed so I was pleased.

Be really careful with this company. They refused to pay out our claim because they stated that the health condition was longer than 1 year. Not much of an insurance company really.

After much consideration, this awful company has refused to pay any more for my claim. They are now claiming that an exlusion clause on page 16 (joke) covers this. So, unless your pet gets a letter from your vet stating that their condition was/is 'life threatening' you get nothing. Even then, you can only claim up to £115.00 for emergency treatment! If a situation were life threatening, it is highly likely to cost way more than the sum of £115.00! Once, when we had a similar situation years ago with a cat who had been run over in a car accident, the bill came to over £2,000 of emergency treatment, which is to be expected. In my opinion, policies from this company aren't worth taking out. Have they not heard of the Unfair Contract Terms Act 1977?? I have now requested a deadlock letter so I can challenge this ludicrous decision, am cancelling the useless policy and might even go public on this. Word to this insurance company: It's not over and I would recommend that no one else bothers with them either.
Other customers look up the Unfair Contract Terms Act 1977. Companies' terms are supposed to be FAIR to be enforceable.

Would give this company zero stars if I could. Made a claim and they wrote to me telling me what they would not cover going forward before they even dealt with the claim I was making. They then screwed me on the claim I was making so I am getting back £32 from a claim that was closer to £500. They make you feel like the bad guy and they fight you on everything, surely insurance is for protection and they should be working with me not against me. I expect my renewal quote will be more than £32 a month when it comes to annual review and they will want me to pay it because I made a claim on my insurance! So angry that pet insurance has come to this. Obviously this company doesn’t like pets.

I recently had to make quite a large claim for our dog and, apart from ususal overnight boarding and excess on the policy, my claim was paid up in full. Staff were very patience and helpful. The whole process was very easy and settled direct with the emergency vet we had to use and then our usual vet.