morethan.com Reviews 15.977

All of the 5 star reviews are from either bots or people who have not yet claimed. Yes, it is very easy to sign up. Yes, it is very easy to submit a claim. That's where the positivity and efficiency ends.

I have 4 dogs with Morethan. I have made 4 claims this year (for two different dogs). Every claim has been horrendous to process.

They ignore emails, they pretend they haven't received documents, they say the system has been changed and issue new policy numbers and claims numbers. They are a joke of a company.

I submitted a claim earlier this month with documents showing full vet history and full invoice. Still not had a response to my emails. How can a company just ignore customers?

The customer care team are lovely people. However, I am still waiting for my official complaint to be resolved from September!!

Claims should be processed within 5 working days, as they used to be under Royal Sun Alliance. There is no point having insurance if you are out of pocket for months each claim.

It is also the time element. I have wasted days and days of my time with all of the admin this produces: liaising with my vets, sending emails to different teams (claims, care, complaints), trying to get through on the phone.

I would avoid this company.

Amazing service from the First Vet App superb help and advice to reassure over a weekend when the vets were closed. Such a lovely lady who took our call would recommend this service to all🐶❤️

I had 4 pets insured with more than and almost every claim I put into them has been declined. They will wangle and find reasons not to pay Therefore have cancelled my policy. Sick of money grabbing insurance companies I now save what I would have paid them as I've already spent in excess of £2k in addition to my policy payments utter waste of money

As previously communicated, our experience indicates a significant decline in responsiveness following the submission of a claim. Despite assurances in the acknowledgment letter, follow-up calls have not been received. Furthermore, our attempts to communicate via email have gone unanswered, and the telephone system appears to be structured in a manner that impedes direct contact. This situation is particularly distressing given the recent loss of our pet. We strongly advise against engaging with this service. Consequently, we will be terminating our other pet insurance policies and recommending the same course of action to our network.

Operator was very helpful and had a great manner very experienced person good manner

I had to phone Morethan to discuss an amendment required to my pet insurance documents. The advisor was extremely friendly and helpful and sorted out the issue there and then.

Very clear website, easy to understand and complete. Process easy from start to finish. Very happy with this company

Bought pet insurance price was competitive and easy to set up

AVOID…TERRIBLE
Had to do all the chase work after our beloved pet died.
They still owe us £200 plus 3 months of pet insurance after our dog had died.
Hanging up phone calls. Terrible service.

Absolute joke
No communication regarding claim progress then to find my claim was split into three claims so they could remove the £100 excess from each claim. Worst insurance company I have ever had the displeasure of insuring my cat with avoid at all costs.

Everything has been absolutely awful with my pet insurance. I spent from June to August dealing with one claim, and now into my second month of dealing with an October claim. I feel utterly exhausted with battling with this awful company. I have two complaints open. Money unpaid which apparently is just sitting waiting to go into my account. No communication once it goes to a complaint. No call back within the promised time to discuss so I suppose after 8 weeks I will get some 'computer says no" nonsense with no opportunity to dialogue about my complaint. I would never ever in a million years have renewed with this company if I hadn't been promised better service going forward. I never want to deal with this company ever again and will make sure that none of my future home, pet, motor insurance is ever with more than or admiral. I have spent the last 6 months in almost constant frustration with this farce of a company.

Morethan - Their customer service is bordering on FRAUD. They treat existing customers very poorly. They increased my premium substantially without good reason I queried it and they put it UP even higher. When I shopped around I got the EXACT SAME policy from them as a 'new customer' for 1/3rd of the price - an ABSOLUTE RIP OFF !!! they wouldn't even apologise and closed the complaint

Good easy to follow guide to dog insurance and a good range off choices to choose from and reasonably priced

Easy to navigate info. Helpful staff.

Very easy to sign up on line

Great service

Have been with them for several years and always thought they were good in past. Currently trying to sort out a claim put in at the beginning of Sept and it has been a nightmare. Have rung multiple times, logged two complaints. One person tells you they will do something and the next time you ring there is no record of it. It’s a complete shambles now and I will renew insurance for my 3 pets elsewhere.

MY DOG IS AT RISK - AWAITING CLAIMS TO BE PAID FROM AUGUST 2025
My dog is very poorly and under the care of an Animal Hospital, she has been insured with Morethan Pet Insurance for 9 years, we pay £451.00 per month and she is insured for a total of £12,000 per year. Morethan have ignored all my claims for her Hospital care and specialist foods since August 2025. They have not replied to any of my emails and I have had to phone them about 20 times only to be told a load of excuses, its one excuse after another.

1st Excuse - They have merged with another pet insurance and have a back log.
2nd Excuse - They have a new system and its taking longer to attach the invoices.
3rd Excuse - The invoices are still sitting in the system and there not sure why.
4th Excuse - Today I am told that they have not been paid as we have used up the £12,000 - We have only claimed about £1,000, this is so untrue.

I am absolutely worried sick that if she takes seriously ill again and needs urgent Animal Hospital treatment we will be turned away, then I will hold Morethan responsible if anything happens to her.

I have read on Trust Pilot that the same excuses above are being told to other customers.

I am going to speak to the Ombudsman as I need this looking into immediately plus I am now beginning to wonder where our monthly payments of £451.00 are actually going to.

EDIT: Thank you Rach for your reply, I have sent an email with my details and await a prompt response.

Very satisfying experience with this company

Great price, would highly recommend to others.