I am currently in the process of making a simple claim with this company and can say what a TERRIBLE experience I am having. I was told that it would be processed within 4 weeks of submitting, that was 2 months ago. I have spoken to many agents who have given me no reason for the delay and will not give me any timescale as to when my claim will be resolved. The vets are now demanding £1500 from me. Surely this is unacceptable. I have asked for a call from the complaints department but doubt this will happen. I have just renewed and when I do finally get to speak to someone in the complaints department I will be cancelling my policy.

Helpful and straighforward

Great customer service. Friendly, sympathetic and supportive.

Very disappointed with this company. Made a claim for first time in 5 years of insuring with them. It has now been almost 8 weeks & no further on. It is a simple claim which should be resolved quickly. Each time I call I get fobbed off with an excuse about a backlog & a lack of assessors. Will not be insuring with them again

Really poor experience when making a claim. I was told that it would be processed within 4 weeks of submitting, that was 2 months ago. I sent a complaint e-mail and didn't even receive a response to it. Called them and they could not give me any timescale when my claim will be resolved. This has left me in a difficult financial situation. Do not recommend. I will be changing provider come renewal time.

Up until the last couple of months I would have given 5 stars - the premiums were reasonable, the website was simple to use, and I had peace of mind that my cat was insured should anything happen to him. Unfortunately, two months ago I had to make a claim ... Since then communication has been awful (I've only ever had any delayed communication after chasing them) and, despite the website saying claims are usually paid in 10 working days, more than 45 working days since the treatment I am still waiting. I've chased and chased but am still currently 600 quid out of pocket!

its hard to review an insurance company till you actually have a need to use it but the buying process was easy enough and i think it was clearly laid out what was on the plan, time will tell how good this company/policy is.

Excellent professional service re new insurance following an outrageously expensive renewal quote.

Easy to purchase great cover for less than other providers

It was the second best offer, and covered everything we were looking for in insurance cover. Everything was done online, and appeared straightforward from start to finish.