written by JRL1 on 09/07/2021
Disgraceful company. Claim to cover most illnesses and accidents, then refuse to pay out even when it is clearly covered by the policy. Been paying them for 10 years - feel totallyconned out of my money. DO NOT USE
written by on 14/03/2019
My dog died on 30 October 2018. The day after, I called Petpals (they are also part of Pet Protect) to inform them and cancelled my policy. A few days later I received a letter from them confirming that they had cancelled my policy. I then discovered that 2 months later they took £531 from my debit card without my authorisation. So they have used my bank details surreptitiously to take my money. I have reported them.
written by 421Noonan on 16/11/2017
Terrible company, no way near the cheapest out there, there cover is extremely limited, meaning it is almost useless...avoid these if you value your pets and your money.
written by Sharonm14 on 18/09/2017
Had policy 5 years never claimed - used an emergency vet when dog became very incontinent - paid for tests - sent off bill and turns out not covered - dog may be diabetic awaiting more results - can't claim a penny for a common older dog ailment - wish I had saved all those hundreds of pounds - not clearly stated. Even vet was shocked and disgusted -
written by nicola85 on 17/05/2017
Policy so restrictive might as well have not bothered having it and put my money in a savings account. Don't bother, they hardly cover anything and don't care at all when you ring up upset and worried about how you'll pay vets bills.
written by ybScott215 on 18/01/2017
Disgusting company, do not use this company, had 3 claims not one was paid out, been with them over 10 years, they send you a booklet that is totally useless, they will do everything they can not to pay, I have decided to take my matter further, see what happens, do not use
written by zcCrockett43 on 18/04/2016
I have now cancelled my cat and dog insurance - every time I have tried to claim they have come back with "not covered" - the staff are rude and patronising. My little dog was very poorly and was suffering from many different problems - he had tonsillitis, bronchitis, respiratory distress, possible thyroid problem and lots of swelling around his throat and mouth and cancer was a possibility- nothing was covered!!!! The women on the phone kept stating that my policy is very specific and when I pointed out that my policy says im covered for infectious diseases and the tonsillitis which developed into bronchitis is an infectious disease I was told that kennel cough is not covered because it can be inoculated against - what!!!! My dog did not have kennel cough!! I've been paying nearly £20 a month of 4 years for my little Gizmo - I'm by myself and I thought I had peace of mind if he got ill - waste of money, I've had to find over £1000 to pay the vets - wish I had put £20 a month into a savings account!!!!
written by BaileyEdwards237 on 06/04/2016
This company have very prescriptive policies that are unlikely to cover your pets' problems. In our case, the vet wants to do a series of diagnostic investigations to eliminate possible causes of our dog's fainting events but these will only be covered if the resultant diagnosis is one of a few specified illnesses. Don't put yourself in the position we are in, don't take out a policy with this company.
written by 363Collier on 31/03/2016
Thoroughly dissatisfied with the service received when I rang, gentleman rude and basically quoted the policy at me just stating although my dog had not been diagnosed previously they did not cover tests for arthiritis. The blood tests and Xrays cost in excess of £400 it wasn't worth the phone call! After being with them for over 6 years, 2 dogs insured, never ever placed a claim have decided it's time to ditch! Policy far to prescriptive.
written by Jess13456 on 22/03/2016
Terrible pet insurance. Check your policy wording well, even my vet was shocked at the contradictions in the wording and list of what they do cover, this insurance is a complete rip off as they will find some loophole to not pay a penny for anything. My dog needed a £3000 operation, I called pet pals thinking he would be covered for at least part of this after paying around £20 a month for several years, only to be told by the uncaring person taking the call 'put a claim in if you want but we probably won't pay'. Of course I was in tears as his meant I had to find the money for my dogs operation, and asked what the point in me having insurance was, only to be told by the operator that 'there's not much point really'. Of course I put a claim in for it to be rejected. Just put he money into a savings account instead and avoid this insurers like the plague.
written by seFinch46 on 03/02/2016
I took my dog in for the vets. the wanted to check for growths or cancer in his stomach. the bills for scans and blood work was just shy of £500. I made a claim against my insurance. they came back and told me they do not payout for arthritis!!!!!!! no idea where they got this from but they will not change their decision. plus because my dog ended up having the all clear they would not payout because that does not full into one of their named catergories. I have also had endless problems contacting them. they don't answer. plus the number on their paperwork is wrong!!!! AVOID
written by on 02/10/2015
My Bassett hound aged four, has been insured since she was 10 weeks old with this company. She developed a lump in left and right thigh muscles. Vetinary advice was removal of both lumps. This was carried out at a total cost of £285 including the histology. Both lumps fortunately were benign and because of this the claim was denied. Had it been Cancer they would have paid. Strange reasoning, no logic in my eyes. Perhaps they feel you won't complain as you will be so relieved its not Cancer. Cancelled the policy and gone to hopefully a better company. Would give no stars if I could.
written by Madalyn470 on 15/05/2015
We had a suspected lump removed from our dog which turned out to be benign they took over 2 and a half months to tell us they wont be paying out. We tried calling but the staff are rude and un helpful I would avoid at all cost and use one of the better known companies
written by Flynnmm478 on 01/04/2015
I read reviews of petpals direct and was convinced my claim for treatment and loss of our dog would be nothing but hassle. Petpals direct completely settled full cost minus the excess in 32 days from sending off claim form. They have been fantastic. They have had some poor reviews but our experience has been 1st rate.
written by Leonardn237 on 28/01/2015
Would not reccomend insuring your pet with this company. The worst insurers I have ever known. Misleading policy wording.
written by Fosterin1969 on 22/01/2015
We have paid into Petpals every month since my dog was ten weeks and he is now nearly eight years old. We would have been better off just putting the money into an account ready for medical emergencies. We have never made a claim until last week when he need some teeth taken out. He has no history of dental problems so this procedure was a one-off. Petpals refused to pay with no room for negotiation. I can understand them not covering routine dental stuff but this was different. The staff I spoke to on the phone were officious and disinterested - not ideal when dealing with people concerned about their pet. I feel bitter that we have lined these peoples pockets for so many years. Policy now cancelled.
written by hollydoggy34567 on 29/12/2014
This company only pay out for very few named conditions. Very poor and slow service. Avoid at all costs.
written by pateleyman on 06/11/2014
My dog became ill, and the veterinary had to make a urgent operation, on her, to save her life, which was fortunately successful, and now recovered. I submitted a claim form to Pet Pals Insurance, and after much delays by them they refused to pay out on the claim. The veterinary surgeon contacted them, and was told by them that they would not pay out on the claim, so I have had to pay up for this, and as a pensioner is very difficult, and the reason why I took out the Insurance, this is a fraudulent company Pet Pals. Stay away fron them....
written by Churchaa264 on 13/10/2014
We discovered our 2 year old shih tzu had chronic renal failure - after 7 weeks of submitting the claim form they have come back to say we are not covered - and £1300 later. They are a complete rip off - AVOID, you're better off putting the monthly subscription into a a 'dog fund'. Petpals indeed should be called pet haters.
written by jigjelly on 11/09/2014
My chocolate Labrador became ill and had trouble walking and looked decidedly ill. I rushed him straight to the vets who took him in, after diagnosing the problem I was given options for treatment which I went for as I believed I was properly insured. Sometime after treatment we received a letter from PetPals direct explaining (worming out) of paying for treatment. After a few letters to and from my vets and petpals direct they still refused to pay leaving me with a £2000 bill. STAY WELL CLEAR.
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