Pets at Home Pet Insurance Reviews - www.petsathome.com

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★★☆☆☆
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Latest Reviews

★☆☆☆☆

“ABSOLUTELY AWFUL”

Written on: 21/11/2016 by ShaunFlanagan (1 review written)

Pets at home pet insurance has been a horrendous service. Staff are rude and have no idea what they are doing. They made a mistake and cancelled my policy, then tried to blame me for their faults and tried to make me pay a cancellation fee. Even after I've now chosen to cancel my policy and have written confirmation of this, I've received further threatening texts and letters. When I've called to ask why they are still contacting me, they don't even know! Ridiculously bad… Read Full Review

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★☆☆☆☆

“horrendous service”

Written on: 13/09/2016 by cleaning12 (1 review written)

Horrendous service from Pets at Home. I have now been on hold for nearly 20 minutes for the second time today. Our dog, went into hospital for a slipped disc operation. He then caught pneumonia and passed away. It was a very stressful time, we were devastated. A few days later Pets at Home declined our claim, their excuse was it was an on going situation, and they said we knew about it when we took the insurance out. How can a person sitting at a desk know more than our dogs vet. The vet… Read Full Review

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★☆☆☆☆

“The Most Appalling Insurance Provider”

Written on: 23/08/2016 by david_hux (1 review written)

Pets At Home Insurance is the most appalling insurance provider on the market. They are quick renew your policy and take your money, but when the time comes that you actually really need to use it, they will fight you every step of the way. My dog Huxley was diagnosed with a Type III Luxating patella on both of her hind legs. This was my first and last time filing a claim with them. They declined to cover the expenses because they believed she had a pre-existing condition. You may ask what… Read Full Review

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★☆☆☆☆

“Huge hidden costs if you make a claim”

Written on: 21/07/2016

I took out the insurance as my dog uses Pets at Home vets and Groom Room and the excess is reduced if you use their "partner vet". This should have made a claim simple but I received an additional bill after surgery including 10% on top of the excess (use a microscope to find the wording about this), excess for drugs and disallowed blood test which was clinically necessary and came under the policy. Went round in circles trying to get it sorted and now it's with the Ombudsman. AWFUL… Read Full Review

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★☆☆☆☆

“disgusting”

Written on: 17/04/2016 by NatashaHahn (1 review written)

I BEG YOU ALL NOT TO TAKE OUT ANY POLICY WITH THESE PEOPLE,THERE DRAGGING OF FEET,RUDE ON THE PHONE,WILL NEVER PAY OUT EVEN THOUGH THE VET HAS SENT THEM 4 LETTERS,AND THE POLICIES ON THE SECOND YEAR OF TRAPPING YOU GO UP AT LEAST 20%,FOR A SHODDY SERVICE………… Read Full Review

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Fi-G's Comment

Written on: 21/07/2016

no surprise at all

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★☆☆☆☆

“So Bad Going to Financial Ombudsman Service”

Written on: 04/12/2015

Our dog is getting older and she is ill with several conditions, however, when we first took up P@H insurance they were one of the few insurers who would provide lifetime cover for an older dog...At a price. Last year her insurance was £133 per month and the renewal has come through at £145 per month. This might sound astronomical but our girl isn't a healthy youngster and her medication costs quite a lot of money. When we took the cost of medication into account and the fact that… Read Full Review

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Fi-G's Comment

Written on: 21/07/2016

Pets at Home don't seem to care that this service happens in their name. I was also shocked at the extra 10% charge you have on top of the excess which is hidden in tiny print in the T&C

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★☆☆☆☆

“Completely taken advantage”

Written on: 06/10/2015

I am appalled to have found out that my parents renewal quote for their dog is over £450. That's more than 3 times the average quote for similar insurance on comparison sites. Not only that but their insurance has gradually risen to this much since they took the insurance out. My parents are elderly and have not realised until now that this is completely unreasonable. They have never claimed on their insurance. Is it any wonder people are untrusting and frightened to deal with simple matters… Read Full Review

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★☆☆☆☆

“Thet just won't pay out !”

Written on: 25/08/2015 by inverdee (1 review written)

My poor schnauzer had a mass removed during period of insurance. Initially declined as PAH used wrong info about the fact he had 3 procedures done under anaesthetic& they selected the wrong condition. . They wouldn't budge and made me re-claim. Unwilling to make 2nd decision and had to nudged by telephone after 20 days ! well out with any targets they claim to make a decision in. 2nd claim now rejected using the most appalling reason that at some point I said he'd had the mass for a while. Of… Read Full Review

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★★☆☆☆

“Don't go with Pets at Home insurance”

Written on: 29/01/2015 by Frannyb66 (1 review written)

Took our cat to vet within the year of treatment that the policy covered. Claimed on the Pets at Home insurance and was told that although the condition was diagnosed again within our cover, they would not pay out because the actual operation took place 3 days after the year - even though we had a current policy in force. No complaints department - just telephone operators who give you the 'broken record' answers they are trained to give. Have now shopped around and found a much better… Read Full Review

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Fi-G's Response to Frannyb66's Review

Written on: 21/07/2016

I complained about exactly this - misleading wording that excess covers "per condition/per year" which implies you only pay an excess per condition. They have since changed their wording on T&C. THey are also the only company I know that charge an additional 10% on top of the £75 excess

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★☆☆☆☆

“Shocking Rude Avoid”

Written on: 09/11/2014 by 488Adams (1 review written)

I'm in the armed forces so wanted to get all mail sent to my work I was then told my policy wasnt coverd, they also said because I'm not at home with the pet I can not be registered owner. She was rude on the phone call back was hours late. I have now gone to pdsa insurance avoid, avoid these at all costs… Read Full Review

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★☆☆☆☆

“Run away!!! Do not touch !!! ”

Written on: 01/09/2014

Shocking.. Do not touch.. Takes 2 weeks to take first initial payment which could leave you in financial bother if on a budget. Do not like to pay up.. Will argue with you.. Just left me £166 out of pocket!!! Back to petplan!!… Read Full Review

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★☆☆☆☆

“Rip off - Don't buy!!!!”

Written on: 29/04/2014 by JackieLondon (1 review written)

My cat insurance premium doubled after year one, but I couldn't be bothered to search around for another. So I stay with Pets at Home. Big mistake! After two months of taking a monthly direct debit, I was then charged a £10.00 admin fee because I didn't not send back the credit agreement. I didn't have to send back one the first year. Complained and was told it was my fault. How can they charge a £10.00 admin fee for not doing anything! Ridiculous! Needless to say I cancelled the policy and… Read Full Review

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★☆☆☆☆

“Spalling customer service”

Written on: 09/03/2014 by loRichards161 (1 review written)

My dogs renewal policy increased 45.3% at year two - from £42.41 a month to £61.63 per month. I phoned to get justification of this huge rise and was promised a call back. I never received this call and have since phoned four times with the same hollow promise. The last call lasted over twenty minutes as I insisted on speaking to someone, but I kept being fobbed of as the complaints team were busy, so obvious why, I then asked for a call back, was promised the same but you guess it, no… Read Full Review

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★☆☆☆☆

“terrible customer service ”

Written on: 24/02/2014 by emmam1974 (1 review written)

Waste of paper terrible service no one available to speak to on the phone regarding a query of policy no managers or supervisors available to take a complaint phoned not once but twice still no one available to speak to .. The customer service number is a messaging overflow system on which they take your name number and policy number and promise to phone you back no one does . Too many underwriters confusing not be a claim but wouldn't like to big company like pets at home shocking level of… Read Full Review

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★★☆☆☆

“no point in their cover”

Written on: 08/12/2013 by firebyrd (50 reviews written)

it seems pets at home keep putting up the cost of their cover every year and now want 10% of all vets bills plus a $75 excess fee. their seems no point in taking out insurance with them and if their vets look after your animal like most of their stores look after theirs then I wouldn't take my pet their anyway… Read Full Review

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★☆☆☆☆

“TREBLED POLICY IN 2 YEARS!!”

Written on: 16/09/2013 by Andy146 (1 review written)

I took out the policy to cover my 3 year old dog. The original premium was very low at £14, I was unfortunate enough to have to make a claim and when I received my renewal the Policy had increased to £20, the following year it went up to over £30. When I called their retentions department to discuss the person I spoke to actually advised me to seek insurance elsewhere. They did pay out however they are now recouping their loss by the huge increase in premiums. Need I say anymore!!… Read Full Review

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★☆☆☆☆

“Watch out at renewal date”

Written on: 01/09/2013

I cannot comment on Pets at Home Insurance really as I never had to claim in the year I held it. However, my concern is that when renewal time came, they significantly increased the premium (maybe to be expected) but more importantly added in very small writing the fact that ANY vets bill would now attract not only the excess payment, but also 10% of the total bill. As my cats are only 2 and healthy with no exclusions on their policies, I found this unacceptable and changed. I had been… Read Full Review

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★★★★☆

“Claim dealt with quickly!”

Written on: 25/06/2013 by NaomiA (2 reviews written)

This was the first time I'd made a claim for my cat & obviously you're going through quite a tense time with a loved pet falling ill so it helps if everything else goes smoothly! I sent my claim in & I knew the excess was £100 but was hoping I'd get a bit back for the cost of my cat being kept at the vets for 2 nights. I didn't hear back for a number of weeks but I was busy so didn't pursue it; but then it was nearing 5 weeks so I called Pets at Home & spoke to somebody called Hannah. She was… Read Full Review

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★☆☆☆☆

“Awful - stay well clear”

Written on: 01/05/2013

Insured my pet rabbit with pets at home and made a claim in October 2012. The date is now May 1st 2013 and they have yet to make a decision on it. They have now claimed that they do not have the necessary information to process the claim 5 times and yet have stated they do have all the necessary info 4 times. Thought of having to put in any more claims for my rabbits makes me shudder and we'll be moving to another provider as soon as this policy is up… Read Full Review

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★☆☆☆☆

“Ripped off by Pets at Home pet Insurance”

Written on: 17/12/2012 by tony24 (1 review written)

Have been insured by Pets at Home with my 2 dogs. Please beware as to the way that they operate. They now not only want £75.00 access but also want you to pay 10% of the vet bills. My policy on one of my dogs was up for renewal when 2 days before my dog injured his dewclaw and had to have it removed. The wound then had problems but before the stitchs were removed Pets at Home paid the bill and i paid the access charge. the vet then put in a further claim for the extra treatment which was part… Read Full Review

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Kateb62's Response to tony24's Review

Written on: 03/02/2013

It does state that the excess is per period of insurance. It is just a bit of bad luck that your first incident came two days before the end of your policy year, meaning that two days later you were in a new policy year and had to pay another excess. All companies have this clause, so whilst it was a painful financial hit, it wasn't a rip off.

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