It was so easy to get my pet insured no complicated forms to fill out well done

Absolutely horrendous - claim has been going on for over 4 months, told different and false info when I ring - it’s like they are just holding it all off so they don’t have to pay you!!!!

I have one pet insured with Healthy Pets, had zero issues so have now added the new addition to our family. It was so simple to do over the phone and took ten minutes at the most! thank you!!!

Simple process and value for money

Laura was very helpful!

Received renewal quote. £14 more expensive than last year. After using a comparison site found identical Healthy Pets policy was £72 rather than my renewal price of £96. I rang Healthy Pets to discuss my renewal price and the online price. No negotiation in my renewal despite being same cat and an identical policy. Reasons given made no sense either considering I was insuring the same cat. HP were aware I had made no claims in the 3 years I had had their policy. Have therefore taken out the identical HP policy online. Went via Topcashback so will also receive £12 cash back. Very poor customer service.

Was quick and simple to sort out online no massive upfront payments, all the different covers were explained well and very reasonably priced

During summer 2022, our dog required treatment from the vet for ulcers in his eye. We had been paying £32.06 per month to Healthy Pets to ensure that should we need a vet, we can afford to pay for it. However, we still had to pay for the treatment over a period of 3 months; the bill came to £546. When the treatment was complete, I submitted the required forms to the vet who then sent them on with their information to Healthy Pets. Healthy Pets acknowledged the claim on the 19/08/22 and said that they aim to assess the claim within 4 weeks. On the 17/09/22 I asked for an update; I received the response on the 26/09/22 saying that "the claim was ready to process and was awaiting assessment". On the 10/10/22 I asked that the claim be paid asap, on the 19/10/22 they apologised and said that they needed confirmation of our dog’s date of birth: it was registered as 29/07/09 with the vet and 30/12/10 with the insurance company. They said "Once we have received confirmation of …’s date of birth, I will arrange for your claim to be added as a priority which can take up to 72 hours to process." I replied o the 19/10/22; I explained that we weren't 100% sure when he was born, but as he was about 9 month old in Oct. 2011 we had estimated his date of birth being 30/12/2010. I asked if this was satisfactory and could they confirm that there would be no further delay in payment." The delay in payment was inconvenient as I had included the money in my budgeting. On the 30/10/22 I asked "Please could you ensure I receive the payment for the claim this week or I will be contacting Wachdog." 04/11/22 I wrote "I have receved no further communication regarding settlement of the claim which was submitted in August. The inefficiency of the service is causing financial strain; I will be contacting Watchdog this week." O5/11/22 I twice rang the number given for customer services but after ringing for a very short time, the call was cut off both times. I have cancelled the policy and will save the money monthly to cover future vet bills. We were expecting around £337.28 (there was a £100 excess on the policy and 20% deducted due to our dog’s age). After several more emails & my complaints being upheld by the ombudsman, on the 10/11/22 I re received £267.75 with the promise of £60 as a good will gesture.

The website had a problem but the lady on the phone helpline was very helpful and reassuring.

I am a returning customer and the renewal quote I received was more than the quote for the same cover that I got online . I spoke to an advisor who explained why this was and was very helpful.