morethan.com Reviews 15.976

The lady I spoke to was excellent she was very helpful explained everything. A credit to your company

Was very pleased with the whole process. Well explained.and a good pric2

I've been with More Than Pet Insurance for several years, managing ongoing treatment for my dog's chronic condition with claims submitted approximately every two months. Since their recent acquisition, the service has deteriorated dramatically.
Major Issues:
Reactive Claims Processing: Claims are never processed proactively. I have to call every single time to get them to even look at my submission, despite having a clear pattern of regular claims.

Administrative Failures: They routinely close claims before payment is issued, creating unnecessary confusion and delays. When questioned, they provide vague explanations about "system updates."
Dishonest Communication: They claim to have contacted my veterinary practice when they haven't. I've verified this directly with my vet multiple times.
Poor Complaint Handling: This is perhaps the most concerning issue. When I raise complaints about their service failures, they simply pay the outstanding claim and mark the complaint as "resolved." They fundamentally don't understand that paying claims is their basic obligation - not complaint resolution.
The Bigger Problem:
I'm effectively trapped with this provider. Due to my dog's pre-existing condition, switching insurers isn't viable as new providers exclude existing conditions. More Than appears to exploit this captive customer situation, knowing that customers like me have no alternatives.
Final Thoughts:
While they do eventually pay legitimate claims, the process has become unnecessarily stressful and time-consuming. The post-acquisition changes have clearly prioritized cost-cutting over customer service.
For new customers: If your pet is healthy and you have choices, consider other providers. The acquisition has fundamentally changed how they operate.

Experience Date: Ongoing for a year

As I understand More than have changed underwriters! On htis basis so we are told claims are taking a very long time to be processed despite on going calls and reassurance that they will be processed. There always seems to be an excuse why they cant be processed in a timely manner . This has happened on several occasions. We have a dog with an ongoing condition and have to make regualr claims that are coverd by our policy

Don’t purchase their pet insurance would be my advice. I claimed for 1 condition, my vets have sent numerous documents as requested. Have received part payment or no payment for invoices , nobody can explain what is going on . Like myself my vets are baffled. This is a lifetime policy and my car insurance is half the price.

Efficient service

UPDATE: MoreThan responded to this review suggesting that I email them and ask for further investigation. I did so on 10/12/25. MoreThan rang me today, 11/12/25, to say that they had acted hastily when they rejected my claim. I have now received the settled claim. Consequently I have upgraded the star rating and my review accordingly.
Original Review: I had my two dogs insured with MoreThan for two years from 16th October 2023, until the latest renewal had increased by such a huge amount that I had to find an alternative insurance company for them.
In August 2025, the older dog had a UTI that required veterinary treatment. I submitted a claim for that on 1st October some two weeks before the policy renewal date. With the policy and age excesses for this dog, the actual claim would only have paid £57.66. Not much but, as an old age pensioner, every penny counts.
On 4th December – eight weeks after submission - MoreThan have rejected the claim under the policy exclusion of “Any condition, accident, illness or benefit resulting where the condition happened prior to the start of the policy” because the dog had a UTI in September 2022, some three years previously before I purchased the MoreThan insurance
The UTI I claimed for happened during a period of MoreThan insurance; it is not an existing or ongoing condition.
I would maintain that the wording of MoreThan’s exclusion clause is ambiguous at best and misleading at worst and should not have been applied to the claim I submitted.
The new insurance company uses the phrase "pre-existing condition” in its exclusion clause. Much more clarity there.

Everything about this transaction was simple and straightforward. I am delighted with my purchase.

I've had my dog her whole life (almost 6 years) and I've only ever made one claim - unfortunately it happened to be while I was insured with More Than Pet Insurance. They were so unnecessarily unhelpful and downright obstructive throughout the process. They kept blaming a new system for their unwillingness to cooperate and actually pay. It was only when I lodged a formal complaint that they finally did anything. And that was after a good 2 months.

I then moved house, which unfortunately coincided with my renewal time, so I missed the renewal letter issue and the new policy documents. I contacted customer service to inform them of my change of address. The first representative promised to send me my policy documents when requested, as well as confirmation of my premium going down via post. I only received the former. I asked them to send the latter again, to which they promised they would resend the confirmation and again I received nothing. Wonder why they are unable to send written confirmation twice that I have to pay less than initially due to change of address?

I then had a look at the actual policy documents I was given and what cover I was getting for the fact that my premium had pretty much doubled in the space of a year. Shockingly little was the answer. So I decided to shop around, find a deal with another provider where I got lots more for quite a bit less, and called More Than customer service to cancel my insurance with them. When asked why, I said that their handling of claims is shocking, and they are incredibly opaque in their communication process, and don't send important letters when they say they have. To which their response that they'd cancelled my insurance... and that they would send a letter in the post to confirm... I couldn't help but laugh and ask them to send via email. I was told that they would have to ask the admin team to send me an email confirmation as my communication preferences have been put down as post and now they can't change it as they've cancelled my insurance (I was never given a choice, as I always prefer online communication and would have definitely chosen email if I had been given the option). The representative said I should expect the email from the admin team shortly. Unsurprisingly, I have not received an email confirmation, and judging by their track record I will probably never see an email or that letter in my letterbox. They do seem very able to send spammy marketing emails that I never signed up for to that email address though...

Oh well, cancelled my direct debit per their instructions so they're not getting a single penny out of me moving forward anyway. My new insurance company has already been incredibly helpful and transparent and I've been with them for about half a day. It already feels like a massive relief.

The fact that More Than does not even have an online portal in the year of our lord 2025 where these sorts of things can be easily accessed and managed is just as outdated and obstructive as their practices when it comes to making a claim. Honestly would advise you all to save your time and energy and find cheaper and more hassle-free companies that have actual respect for their customers and their pets, and don't operate like it's 2005.

I haven't been sent my documents!

Don’t know what’s going on with More Than but my renewal for my two 5 year old small dogs has just gone up from 367.56 per year to £ 640.56 .
Hardly claimed god knows what’s going on there.
They know damn well you are not going to change insurers because of pre existing conditions.
It would help if at least they gave you a clue why it has almost doubled.

Took them almost three months to pay two claims for two different dogs, sadly one passed away.

Just received renewal and they have hiked the price up for the one dog who had an emergency spay by over £600pa, but had not noted on the policy she was now spayed. Called to advise them to change her details and advise I have had another two girls spayed, out of choice to avoid pyometra, and they have now put the price of those policies up as well. We all know having a bi*ch spayed reduces the risk of pyometra, so surely the premium should have been reduced, not increased.

I also mentioned that I may have another dog to add to the policy and was told the policy limit is 6, but up until three months ago I had 7 dogs on one policy, so what has changed.

Very easy to do online.
£40 cheaper then my last pet insurance.
Hopefully I’m very happy with the policy.

All good and what we needed

Awful customer service, policy was automatically renewed but no documents were sent , after phoning I was promised this would be resolved but 5 days later still no resolution.

The process was very easy very straightforward people I dealt with very professional can't say a lot more really very happy

Very good deal, well explained looking forward to the cover. Hopefully will not have to use it

Easy to process simple questions and very good quote much cheaper than last year

Zero communication from More Than since I got an initial email telling me they had received my claim.

I've had to call weekly, sometimes bi-weekly to get an update. After 3 weeks they told me I needed to provide more information for the claim and if I hadn't called to chase it, would they have even emailed me to tell me this? Probably not!

It's been 4 weeks and counting and I'm still waiting for the claim to pay out. Would not recommend at all, other providers I've used in the past have paid out much faster and provided more communication along the way.

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.