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P.O. Box 100
YO26 9ZA

phone: 08449 809 144

Two levels of cover: standard & lifetime.

Underwritten by Equine & Livestock Insurance Co. Ltd.

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1/5   Shocking avoid!   5 January 2018

Reviewed By: DHH, Recommend:

I have had a policy for a couple of years and really would not have bothered if I had read the reviews shown. I am now trying to get hold of them and they without doubt have the worst customer service I have ever known, they never answer the phone or communicate. By luck I have reason to make a change of credit card which is going to prompt me to cancel the policy. They are a joke, if you don't believe any of the reviews, try getting hold of them by phone and after 15 mins you will give up! Beware they are rubbish and should be formally struck off.

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1/5   Rip off - AVOID   2 November 2017

Reviewed By: Meg, Recommend:

Had pet insurance for my dog 7 years. Made my 1 and only claim recently of 115 and they found a way to avoid paying out. My start date was between the 2 receipts sent in (3 Months between receipts) so I had to pay excess for 2 years so basic they was getting nothing. They didn't even get the dogs name correct on the letter they sent. My 25 a month I had been paying will now more than pay for her pain relief mediation. Since refusal I realise now that she wouldn't have been covered for more things now because of her age. 1 star is far too good. AVOID AVOID AVOID - THEY REALLY DONT LOVE PETS!!!!!

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1/5   Appalling and insensitive   26 July 2017

Reviewed By: Frances Molloy, Recommend:

This is the worst insurer you could ever have. I lost my beautiful dog, Bess at the beginning of May. We are all still extremely traumatised by losing her. It is now the end of July and I still have payments outstanding. The customer service is appalling and to wait 3 months and still not have everything settled, for literally thousands of pounds of vet bills has significantly added to the trauma. I had her insured for 5 years with no claim with this company and it is shameless of them to allow a grieving owner to have to chase what is rightfully theirs. It's appalling. When you lose a pet you don't want to continually chase for money. It is painful enough. Avoid them at all costs. I intend to make a formal complaint when I have the strength to do it. There is absolutely no compassion in this organisation and you will have to fight to be paid. Go to anybody and it's worth paying more for a premium but avoid this company.

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1/5   Worst insurance company ever dealt with.   19 July 2017

Reviewed By: Simon parr, Recommend:

My 12 year old German shepherd fell ill on 1st may 2017. She passed away 8 hours later. I was insured with this company for about 9years. She died of gastric dialation ( turned stomach) which they said was not life threatening and then tried to blame the vet saying they said it was none threatening. Any excuse not to pay out.furthermore they took a further 2 payments off me. They are by far the worst insurance company I have ever had the misfortune of paying into. Must be on very good bonuses.Just glad none of my other pets are insured with them. Avoid at all costs. May sound good until it's time to pay out. Overall rating 0 out of 5.

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1/5   Bad Claims Service   26 June 2017

Reviewed By: Mrs Sharon Finn, Recommend:

Absolutely appalled that it takes over 3 months to settle a claim for my dog's operation. All I ever hear is "it's with the Assessors". Very disappointed with the claims service.

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1/5   service level is very very bad   19 June 2017

Reviewed By: Robert Burnett, Recommend:

This companies service level is very very bad, extremely so!. Just take a look at the other reviews below they pretty much sum up the level of service you can expect. My advice would be to get your insurance from another provider. Do not judge this company by the service level you get when taking out a policy. At that time they are very attentive and bend over backwards to gain your custom. However, when you make a claim and really need the good service they are lacking. In my experience they continually use delaying tactics in order to draw out the claims procedure. I can't remember the number of times they have told me that the volume of claims or the workload is so high that they are behind and will deal with my claim as soon as possible. Surely, if that's the case then the obvious answer would be to employee more staff, pay overtime or take some other action to reduce the backlog. If business is that good then they should be able to afford it. When it comes to you paying your premium I bet they wouldn't accept excuses like that for late payment!. Whilst they do actually answer the phone quite promptly and will tell you what is going on with your claim. You never get through to someone who can actually make a difference. I seems the call centre staff are mainly there to make excuses for the back-room staff dealing with the claims or payments. If you send an email requesting information or help they do not always reply. For instance I sent an email asking if they had received my claim form but got no reply until I sent a recorded delivery letter. Also, I email a request for confirmation of the amount they had assessed the claim to be and when it would be paid but got no reply. I can't understand why I didn't get an acknowledgement that my claim had been received until I actually asked for one in writing (time wasting I guess). I can't understand why they took more than two weeks from receiving my claim to actually review it (more time wasting). I can't understand why reviewing it took so long (over a week time wasting again) and then once complete it had to be sent up the hierarchy to be signed off (another time wasting exercise). At that stage you think you're getting somewhere but NO!. Instructions then have to be given to the payments department who then take another two weeks to set up a payment which then takes another 3-5 days to get to your account. All in all this company is very frustrating to deal with and is clearly expert in time wasting and delaying tactics. In my view most claimants want to get what they are due under the contract promptly, they don't want to be out of pocket having to borrow money in order to get by until they are paid by the insurance company. Also, a couple of things to bear in mind when deciding which company you go with: 1. Premiums for this company start very low with a young dog making it look very competitive. But once they have you hooked they ramp up the premiums year by year (as do other insurers) till eventually you've been suckered into paying one of the highest premiums in the market. 2. The standard excess is one of the highest in the market (if not the highest), currently 244 + 20% of the remaining balance of any claim. Clearly, I've lost all trust in this company providing an acceptable level of service. So I will be looking else where for my pet insurance.

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 Absolute disgrace as an insurance company but I believe they are part of the E and L group of companies which says it all. I have been waiting on settlement for my dogs veterinary fees for over three months - nothing complicated and all I get told is - payment is imminent! NOT GOOD ENOUGH!!!! I haven't even cancelled my dogs policy for fear of them not settling. Avoid this cheap, useless company like the plague - pay a pound or two more a month and have satisfaction and peace of mind. … (read more)

comment by: Sally Strutton, 23 July 2017
1/5   Slow Claim Payment   9 March 2017

Reviewed By: JS , Recommend:

I would urge anyone considering taking out a policy not to bother. My dog had an operation two months ago and we are still waiting for a payment. READ the policy- the premium may seem competitive but we have to pay 150 excess and 20% of the claim. The company are always pleasant when you ring up to chase but they can never give you an answer as to when you will receive the money, it's always just being passed to someone else. I am furious that having had my dog for ten years and never having made an insurance claim that I am having to experience this poor level of service.

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1/5   Awful at paying!!!   13 February 2017

Reviewed By: Karen , Recommend:

This is the second time I have had to make a complaint at the time it takes for them to pay a claim. My dog was ill at the beginning of Dec and we are now mid Feb & still no payment. Also when they do pay, expect it to take another 5 days to "clear". It is truly appalling. I have tried to raise a complaint & even that is hard work. Vets will not deal with them directly & I now know why. Not worth the cheap initial premiums as they soon go up & their exclusions are also an issue.

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 Yes, truly a disgrace. Dreadful company to deal with. When I told my vets who my dog was insured with they said exactly the same thing. Claim submitted in May now July and nothing and cannot get any sense out of anyone.

comment by: Sally Strutton, 23 July 2017
 I submitted my claim on 11th Jan and they acknowledge straight away. It is now March 6th and I am still waiting. Also I discovered that they had. Even charging me for three add on policies which I don't want or need. I am trying to get these refunded but. Im not sure how many years they have been taking them.

comment by: Geoff straw, 6 March 2017
4/5   Not bad regardless of the bad reviews   9 February 2017

Reviewed By: Mr Millward, Recommend:

Hi all, cut a long story short our american bulldog puppy ate something she really shouldn't of a piece of rubber toy. It got lodged and needed 2000 surgery immediately. Filled the forms out with the vets did the surgery and after care then the vets sent the forms away for us to claim for the money. Payment was accepted promptly and i was informed via email, however i did get an email very quickly after it was paid out to say they wouldn't cover this again and have altered the policy (i thought lifetime cover was lifetime cover). The only niggle i had, they even rang me up and explained i was paying for some benefits i didn't need and it could bring my premiums down.

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3/5   Mixed feelings   24 January 2017

Reviewed By: Mayb, Recommend:

Unfortunately my 8yr old Yorkie X had to have his Eye removed, I was told by vets i had to Pay directly and claim after - This is what i have done - i cant say this has been the best experice of my life, nor the worse, Communication isnt amazing, but when called all operators have been very friendly and polite. Insurance have excepted my claim, i reached max vet fee allowence so will be down 200, so could be worse off - 115 excess, 85 max vet fee allowance. ive have the "you have to wait 10-15 days, the claim has to be signed off" etc. The op was 02/12/16, today is 24/01/17 and i was told i would recieve payment by last tuesday ( allowing for bank holidays xmas etc) and i am still waiting...

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1/5   Reimbursement time period   30 September 2016

Reviewed By: Carl Bellamy , Recommend:

Absolutely avoid this company - they take so long to pay - it's a good job we had the money and are not desperate for it. I feel terribly sorry for people who have had to pay out and have to wait for their money to be reimbursed !! I called them 2 months after my dog had his op for an update and was told 'we are waiting for a manager to sign your claim off' , I called today 30/9/16 and was told 'money will be in your account 10-15 working days' , absolutely apauling customer service. Please people avoid this company - my dog over 10 have to pay 20% of claim and 150 excess!!

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 I've had to change my vet. They point blank refuse to bill directly because they're so slow to pay. I wrote a letter of complaint and was fobbed off with some rubbish about them upgrading their computers, but this has been their problem for years. They're cheap and act it. You won't be seeing any glowing Defacto high scores here. They also have the temerity to bill you by the 'Lunar Month' to make you think the drip payment is cheaper than it is as there are 13 Lunar… (read more)

comment by: Mike Shipway, 6 February 2017
 Did you have standard cover or lifetime cover

comment by: anonymous, 11 December 2016
 We had exactly the same problem. Claims started in August, monies paid end of October/November...1700 in total. We had savings for this feel very bad for people that wouldn't have this kind of money hanging around.

comment by: Joanne Oliver, 31 October 2016
 They have point blank refused to pay out for our cat, so we are taking them to the Financial Ombudsman. It's only now that we realise what a complete con this company is. We are now in debt because of them, and have no idea how we will pay should the problem with our moggy arise again. Avoid this company at all costs!!!

comment by: Jo, 22 October 2016
2/5   Annual premium renewal problems   10 August 2016

Reviewed By: Alfie, Recommend:

I would certainly not recommend this insurance company. Their renewal policy is very dubious. After my first year the premium increased from 14.43 to 17.89. However, the direct debit claimed from my account was 22.77. After a phone call to them I was told it was the 'optional extras' I had been charged for! No request from me was needed to include these. The very helpful lady then told me that she could offer me a special discount and reduce my premium to 14.67 per month for the same cover. Really? So one phone call reduces my direct debit from 22.77 to 14.67 for exactly the same insurance cover. Not sure I trust this company. Surely, they should be offering the very best policy, at the best price, without me having to complain first.

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 Had exactly the same on renewal....added the 'optional extras' as standard, when I queried why I was paying so much, they took the optional extras off. I have an on-going condition with my cat, so can't change to another provider...first claim....took forever...assured me that future claims would turnaround quicker....rubbish....still waiting for the money...DO NOT RECOMMEND

comment by: Carey, 26 January 2017
1/5   Awful Customer Service   29 June 2016

Reviewed By: Jules, Recommend:

I have a claim with this company for nearly 2 months for 2300 and am no further forward. They asked for more information and were given it the same day, two weeks later still chasing me, even when I sent their OWN email back to them confirming they had received the documents, they still denied having it! Since then I have been given the run around, my claim is an a queue, they have had a high influx of claim, my claim is with the assessor and so on. I am emailing and ringing almost daily and each time speak to another employee who spins yet another yarn. So today, (and this is the best part), I am told my claim is in the queue and will be dealt with in date order, in that, it has not been actioned...and then...I receive an email from them telling me they are changing the terms and conditions of my policy and back dating it to October 2013...I ask how is this possible if you have not started to review my of yet no response. Shocking to say the least, they get their own house in order and leave you high and dry.

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1/5   Fallen at the first hurdle!   24 May 2016

Reviewed By: Dee, Recommend:

My First claim submitted for pet cat but because animal fell ill first of all with same issue within 14 days of me taking out policy they are refusing to assist. I feel that my integrity is being bought into question - cat was in perfect health at the time I took out policy in good faith and unfortunately I do not own a crystal ball so had no way of telling my pet would become ill within the first 14 days. First impressions? Typical insurance company - happy to take your money but will wriggle out of paying up. Considering alternative options as very disappointed with level of customer service from this company so far. Not even an offer to meet half way! Disgraceful....

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1/5   My puppy died and we were not helped at all   1 May 2016

Reviewed By: Cadel, Recommend: N

After all I had been threw this vile insurance company did not help at all! My puppy fell poorly on a Saturday night by Sunday at 1am she had passed away I was devistated, so as we had a 600 pound vet bill we called the insurers who after 10 weeks after my puppy died paid 80 pound out, I was told as my pup had died at a weekend they took 120 back by the time they had taken everything back 80 pound was given back to us, PLEASE PLEASE PLEASE don't use these I went threw the heart break of loosing my puppy and then the insurance company been so unhelpful on the phone every single little thing they could do to not help us they would do, they fail to mention a lot of this on the phone and in the policy vile company

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3/5   Ok insurer   20 April 2016

Reviewed By: Luke , Recommend:

They have been good for the last 5 years that I have made claims and keep my price at a reasonable price. but when they paid out for a claim and they should bonus but when I claim for a similar instance they refuse and left me with out cover. So now moving to a new provider as this wasn't helpful at all. Customer service is good and paying out claims either directly to the vet or to my self which helps massively.

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1/5   Doubled My Premiums!   8 February 2016

Reviewed By: Andy, Recommend:

I have 3 policies with these for our 3 cats. I have renewed these and they have been taking more than double the agreed amount on each premium! I have NEVER agreed to or been advised of any amendment to my policy. When I contacted them to query it this is the response that I have received ;- Thank you for your recent e-mail. You have 3 upgrades on the policy, the first of which is called Policy Plus. Policy Plus gives a 5% no claims discount, a 10% reduction in your excess, a 5% over 50's discount, it increase Public Liability by 500,000. Legal Helpline gives you access to our in-house solicitor for any domestic legal advice and extends to 5,000 of legal advice in any one year. Premium Waiver provides full payment of the premium up to 1,000 or 12 months, whichever is reached first if you are Hospitalised for more than 7 days due to accident, unable to work for more than 7 days due to an accident, death due to accident, becoming unemployed or suffer total disablement. If you do not wish to retain these benefits, just let us know and we will remove them. Kind regards Ian XXXXXX Customer Contact Department

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 I came on here to share exactly the same experience. What a scam. I suddenly noticed the huge amount going out of my bank to them - checked all my renewal documents, along with the direct debit forms, all of which stated the premiums I had agreed; yet they were taking what amounted to almost double. They have agreed to refund, but this practice of deception if not illegal should certainly be so !

comment by: Ali, 18 April 2016
1/5   Very bad company not recomended   21 September 2015

Reviewed By: Magic, Recommend:

This company is the typical insurance rip off. Start with a competative quote for young healthy dogs then year by year increase the premiums which are 28 day payments not calender monthly. When I needed to make a claim for my 12 year old labrador the excess had been increased from 129 to 244 plus 20% of treatment. Normally high excess means lower premiums this company expects both. Would never use again.

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1/5   Never ever use these !   10 September 2015

Reviewed By: M B artholomew, Recommend:

I really wish I had read this review page BEFORE I STARTED payments.It is the same old story. Pet are doing their utmost to delay payment. Asking for information that they already have seems to be one of their delaying tactics. Another is saying that they treat everyone the same and that my claim is in a cue.It's now been TWO MONTHS since me asking for my initial claim form.I have phoned them three times,at weekly intervals, asking when my payment would be prossesed ,each time they say the same thing, (namely,payment will be "in a few days").Who can I complain to about this company. By the way. they still owe me ONE THOUSAND POUNDS !!!

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 I have been insured with these for 4 years and after reading the reviews I am not sure if I should move to another insurance company. So wished that I had read the reviews before tacking out my dogs insurance.

comment by: Jennyrose, 12 July 2016
5/5   Great Premium and cover   23 July 2015

Reviewed By: Peter Weir, Recommend:

My dog is nearly 10 so many companies didn't want to know. This premium is very reasonable with good cover. Love that pre-existing conditions are covered after 2 years symptom free. Will check out for my cat when renewal due.

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 Hopefully you wont ever have to make a claim - you will find out how bad they are. More than happy to take your money!

comment by: Mandie, 2 November 2017
 My wife is desperate to get a sausage dog, so I'm checking out all the cost etc. As P Squires has been recently active (unlike some of the old reviews) - I'm hoping there might be some dialogue... Is this sort of thing unreasonable? If I insurance my house with someone knowing that the chimney stack has needed repair work for a few years, I wouldn't be surprised if they didn't pay out. Am I nuts for comparing insurance types like that? Or am I missing something? PS It's currently the 25… (read more)

comment by: James, 24 August 2015
 Dont be so hastey, fooled be their premium. theres a reason its so cheap....they dont pay up. i would double check the exclusions too, they wont pay on a previous condition. my dog has a skin tag which she has had for years, which they new from the vets medical return. we have never claimed for it. but now she has caught it and started to chew making it inflamed. vet said it needs to come off...guess what...not covered due to it being a previous condition. DO NOT INSURE YOUR PET WITH THESE!!

comment by: P Squires, 12 August 2015
1/5   Awful service   10 March 2015

Reviewed By: Jo, Recommend:

1 month after my claim was made after the death of my dog I called to ask what the delay was, I had had no correspondence other than several insurance renewal letters regarding said dog. Oddly none for my other dogs despite their renewals all being due on the same day. Very upsetting. I was informed that my claim had been accepted the day before (conveniently) . Chased again 2 weeks later as now the vets are harassing me for payment only to be told " your claim is in the queue, we are processing claims older than yours and I cant give you any indication of when this will be paid. You can get your vets to call us if you like". Dreadful telephone manner, a couldnt care less attitude. This insurance is cheap for a reason. GO ELSEWHERE as I will be.

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1/5   congenital illness   4 December 2014

Reviewed By: Clari worth, Recommend: N

Absolute rubbish. I have their life time policy. My 18 month old jack Russell has just been diagnosed with a liver shunt and without an operation will die within the year. They won't pay a penny as the exclusion congenital covers it! !. I never knew my dog was ill until now but they don't care. 4K For his operation next week. Have reported them to the local paper . I won't let this rest.

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1/5   A Waste of Your Time and Money   29 November 2014

Reviewed By: Peter Clifford, Recommend: N

This company, part of the E&L group, took my money for 18 months but squirmed every which way when I made my first ever claim in my life for a 10 year old dog. Would not accept the claim, added future exclusions and left me with a 400 bill. A complete waste of time. Do not use under any circumstances.

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 Ditto, i have had exactly the same with me, do not use

comment by: p squires, 12 August 2015
1/5   Wouldn''t use   21 October 2014

Reviewed By: Laura, Recommend: N

Despite a further in depth explanation from my vet as to why the condition was not pre-existing, E&L, trading as have declined to pay out because they have now put a back dated exclusion on the policy, explaining that as they have done this, they don't need to pay. I'm off to the ombudsman!

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1/5   Do Not Use   9 October 2014

Reviewed By: Jacob Reading, Recommend: N

I've been insured and claimed with both Pet Plan and Tesco in the past and have claimed with both, finding the process simple and efficient. I now have my three dogs insured with and they have been appalling to deal with. Inefficient, slow to process the claim and they appear deliberately obstructive in their dealings. I now expect each claim to take between 6 weeks and 3 months to process and for any excuse possible to be used to delay making payment. There is simply no excuse for terrible service like this. If you have any other option than to use them take it, insure with someone else.

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1/5   Unprofessional   11 September 2014

Reviewed By: Ingrid, Recommend: N

The worst pet insurance - DO NOT use them Unprofessional in every single aspect Waited for the claim money for ages... Senior manager not even able to help you

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1/5   Switched from larger, more reputable insurer   18 August 2014

Reviewed By: Mel Jones, Recommend: N

I made the mistake of switching from Directline but you obviously get what you pay for! I made 1 small claim and weeks later they emailed me stating they had excluded this from my policy from inception so they didn't have to pay out DO NOT USE THEM!!! They don't answer the phone or respond

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1/5   Shocking and unprofessional   9 June 2014

Reviewed By: Sam , Recommend: N

Discussed in there service and there claims team are rude and unprofessional ! They also clearly had me on loud speaker in the office while they just wound me up ! Also told you can't talk to my manger they are not here !! Cancelled both policies and am telling all my friends and family of the shocking service !! One of my cats had died so I would have expected amore professional service !! Senior consultant BEN was the worst !!! They will do anything not to pay !!!

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2/5   Bad Choice !   22 April 2014

Reviewed By: Jon Sherwood, Recommend: N

For the first time we had a major claim and were covered by this company. I have no complaints about their actual handling of the claim, which was speedy and problem free in itself. Our issue was, as if often the case with any Insurance the 'small print' or T&C's. Their different levels of cover are given in general terms, i.e. the maximum for Vets fees etc. but only when you claim do you find that they have limits on each aspect of the treatment, your vet's fees are capped, no referral fee is paid, hospital consultation fees are capped as are hospital stay costs and so it goes on. Thankfully the vast majority of the final bill was paid out under the policy but we were left with pretty hefty bills running into hundreds to cover the many 'capped' fees. Then to cap it all - on renewal they doubled the premium, doubled the excess and introduced a 20% further excess of any bill. This on top of excluding a whole list of barely related illnesses and injuries. Needless to say I went elsewhere where I got greatly enhanced cover, for twice the insured amount and for a slightly lower premium.

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 Who are you with now?

comment by: Sophie, 24 July 2014
 Hi Jon been shopping around non stop for days... going a little mad... do you think you could tell me where is 'elsewhere' from your review. Thank you. Mike e-mail

comment by: Mike, 15 June 2014
1/5   absolute no go these insurers   21 March 2014

Reviewed By: anne, Recommend: N

stay well clear of these my dog was involed in a rta and needed a operation asap for a damaged leg, i took out insurance with these as they said they would pay the vet directly but when it came to paying the declined , my dog is still waiting for her op 2 weeks later...watching her in pain is absolute awful, but we are on a low income and thought we were doing that right thing by insured , obvs not in this case... will update with out come

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5/5   Glad I used this excellent company.   18 March 2014

Reviewed By: P J Collins, Recommend: Y

If this company has had less than good reviews in the past, I can say from my own experience recently, that it must be ancient history. I saw some of these reviews after I purchased lifetime cover for my two Siamese cats. The cover was very good with 5,000 cover for illnesses and excellent value. When one of my cats developed lymphoma requiring a lot of expensive treatment, any possible concerns with claiming, were unfounded. Pet-Insurance E & L have been excellent with all claims paid within the same time frame they gave and good communication either by phone or via email and the web. Unfortunately after 8 months of treatment I lost my cat but I am satisfied that should the need arise for my other cat, they will provide the excellent support they have demonstrated to me recently. Despite the high cost of treatment the premiums hardly changed. Great cover and support at a great price from a true insurance company who I will be recommending to others.

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