Worst experience dealing with an insurance company ever. Pet was injured on Saturday 3rd September 2011, requested claim form on 5th, not received until 12th. Posted back to them on 13th September, called on 19th to ensure it had been received. Not on the system yet, and due to 'high number of claims', it wouldn't be processed until 23rd. Called on 26th September, had been received and processed but wouldn't assessed for another fortnight, due to 'high number of claims'. Called again today (Monday 10th October - 1 month after posting the form originally). They are currently assessing claims processed on 20th August 2011, so it would be a further month before the claim is assessed. Assuming claim is approved and a cheque raised straight away, I will be receiving my claim week commencing 7th November, approximately 56 days after I submitted the claim. This is not exactly within their guidelines of settling claims within 5-7 days. Absolutely unacceptable, I have written a letter of complaint and had absolutely no response. And did I mention that each time I call, I am on hold for approximately 1 hour at a time? Avoid this company and service like the plague, goes without saying I will not be renewing my policy. At a time when pet insurance is invaluable due to the economic climate, to leave customers out of pocket for so long is absoutely disgusting.

Made a claim in February, took two phone calls to get a claim form. This was completed by myself and the vet, and sent off immediately, then after another phone call middle of March, as still not received payment, they now want a 12 month report from the vets, but I have never made a claim before. This was sent two weeks ago, and now they are saying they have not received this, and I have go to start all over again. Really disappointed with the service, and will be cancelling the policy.

I changed from E & L Insurance to Halifax Pet Insurance, mainly due to E & L appalling service. It's the best decision I made. Halifax Pet Insurance staff are superbly efficient, understanding and caring, and unlike E & L do actually answer the telephone.

I made a claim on 29 May 2009 and received settlement on 10th June 2009. This is what you need when making a claim, not delays with feeble excuses, like no one to sign a cheque, computers crashed, it's in the process etc etc. Well done Halifax, E & L could learn from you.

Took out our halifax policy some time ago for my dog. In 2008 she was diagnosed with heart problems and arthritis. Initially Halifax were good, excess was £50 per condition. have made regular claims each month for medication and to start with claims were dealt with quickly, things changed slowly and now payments are slow to get back to me. Got a letter from them today saying my policy is up for renewal in june, and excess per condition will now be £100.They also put my annual premium up by £80(which i expected and can accept. What i cant accept is the excess going up midway through an existing ongoing condition, which i dont think is fair or right.They know i cant move to another insurer now( no one will take on an already ill dog) Have phoned them to complain, but no joy. Bad Bad Bad sneaky and underhand tactics.

I had two cocker spaniels insured with Halifax pet insurance and at £140 per dog (before second dog discount), the cost of £6000 lifetime cover with £50 excess was competitive.
One small claim was paid promptly without quibble.
However, the rate jumped 30% to £182, although a 5% on-line discount was available.
I asked Halifax why they had increased their charges so much and they said that, while some premiums had increased, others had decreased, depending on the breed, age and location.
Once again, I am going through the time-consuming search and evaluation process. It is unfortunate that there are so many variables which make a like-for-like comparison so difficult.
Here are some of the quotes so far:
M&S Premier £7000 cover/ £70 excess/ £215 premium
Direct Line (Advanced) £6000/ £80/ £209
Argos (Platinum) £7000/ £60/ £201
Sainsburys £6500/ £50/ £186
Pet Insurance Co. £4000/ £85 / £150
More Than £7000/ £70/ £144
Lloyds TSB £3000/ £50/ £129

The general cover of this policy is pretty damn good ( £6k per year, lifetime). Our puppy was diagnosed with hip dysplasia and we've had no problems claiming, even for £400 of hydrotherapy.

I am expecting the premiums to increase in our second year, not least because it looks like we'll be claiming for a £5k operation this year on her hip (and then perhaps another £5k next year!). However, as they started off at 1/3 of PetPlan's, they can increase it a hell of a lot before we end up paying more.

I had both my cats insured with them under their Extra scheme and have had to claim on each. One of them developed bone cancer and had to have operations, jabs, etc but finally had to be put to sleep. There was no quibble over the many claims I put in and they paid up quickly. They dealt with everything their end regarding stopping the cover and paying out for her death, which was unexpected.