PetPals Pet Insurance Reviews - www.petpalsdirect.co.uk

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Latest Reviews

★☆☆☆☆

“Extremely poor service. Do not use this company.”

Written on: 27/08/2014 by NorahMaurer307 (1 review written)

Cheap premiums but unfortunately you get what you pay for. They refused to pay for the majority of our claim for very spurious reasons for what should have been a relatively straight forward visit to the vet. They will only pay for investigations if they give a positive result even if the investigation was justified. If you put in a complaint, they do not give you the opotunity to explain your complaint, the simply conduct a "review" of your case, then refuse the claim again. They have very… Read Full Review

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★☆☆☆☆

“Petpals terrible company”

Written on: 24/07/2014 by lynsey.salt.7 (1 review written)

This company seems to employ "smarmy" staff who take great delight informing people they are not covered for their claim. I'm in the process of making a claim and have been told that I'm not covered. I received a Notice of Change which is a very misleading document which lead to me to believe my policy had been updated. The male that dealt with me was rubbing it in that I wasn't covered and even swore under his breath when I was pleading my claim. The other members of staff are untrained… Read Full Review

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★☆☆☆☆

“Not Happy!!! ”

Written on: 20/07/2014 by RBabe (1 review written)

I have my dog and cat insured with this company both having tenant cover policies, which means as well as illness I should be covered for damaged caused to the fixture and fittings. I have tried claiming for vet visits a few times and every time was told that my animal was not covered for that particular illness. Anyhow the latest is my cat decided to claw a big hole in the hall carpet whilst I was away on holiday and upon my return I phoned Pet Protect to tell them I wished to make a claim… Read Full Review

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Rbabe's Response to RBabe's Review

Written on: 20/07/2014

Ps although I'm insured with Petpals some of the correspondence is headed Pet Protect so they must be the same company!!!

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★☆☆☆☆

“DO NOT USE THIS COMPANY”

Written on: 03/07/2014 by Cailyn145 (1 review written)

I am a vet in Manchester with a client's cat under this insurance company; if you have an animal insured with them with no previous medical conditions please cancel and reinsure with a genuine company!!!! The cat in question had a cough and the company would not pay at all, even for any investigations into the cough!!!!Terrible customer service, uncaring, and unreasonable policy. Have complained to Ombudsman!!!… Read Full Review

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★☆☆☆☆

“Do not use this company !!”

Written on: 05/06/2014 by Ee1112 (1 review written)

My dog was insured with pet pals for 2 years !! At 4 years old he had a seizure and sadly passed away the seizure was a side affect of a brain tumour however as seizures are not covered on the policy they wouldn't pay out , my argument was this was a side effect. It took them over 3 months to come back and say no they won't be paying out regardless of the fact it was a brain tumour!! … Read Full Review

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★☆☆☆☆

“Don't Use This Company!”

Written on: 28/05/2014 by PaytenWeaver2 (1 review written)

We have been insured with this company for 3 years. Until now not requiring to make a claim. Our dog requires surgery at a cost £1500.00 which PetPalsDirect inform us is not covered (Without even submitting a claim form). Their so called customer service where rude, uncaring and unprofessional and put the phone down on us! Our vet have advised that PetPalsDirect policy is misleading, not fit for purpose and not covering reasonable level of conditions! I have made a complaint to the Ombudsman… Read Full Review

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★☆☆☆☆

“No point having insurance provide by Pet Pals”

Written on: 25/04/2014 by Leilanir384 (1 review written)

My dog had a couple of lumps removed under anesthetic and they are cancerous they will not be covered by the policy!! I would not recommend buying a policy with this company… Read Full Review

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★★★★☆

“Slow but no complaints!”

Written on: 15/03/2014 by Rhipoppy (1 review written)

After reading some of the reviews on here I wasn't expecting much from petpals when I had sent my claim form off to them. Within a few days I recieved a letter saying it was taking up to 4 weeks to review claims. Once again I thought I had made a big mistake choosing them for my pet insurers! 2 weeks later I recieved another letter saying my claim will be reviewed within 10 days. I was expecting a letter to say they couldn't pay out, instead of this I recieved full cover (expect from the excess… Read Full Review

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★☆☆☆☆

“Terrible”

Written on: 26/02/2014 by GailBirch (1 review written)

If I could give this company no stars I would , don't bother to use them you may as well throw your money away, we have a rottweiler puppy that needed X-rays to see what was wrong with his back legs the X-ray confirmed he has dysplasia but tried to put a claim in to claim back almost £500 pounds for X-rays we got a letter saying they were extremely busy and would contact us again in about 6 weeks after 6 weeks we hadn't heard anything from them so phoned them and they said they couldn't… Read Full Review

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★☆☆☆☆

“Poor Insurance”

Written on: 14/02/2014 by Bradleyfarley (1 review written)

Our dog had a lump on his foot, which needed to be removed and tested, when going to claim in small print explained that you can only claim for lumps when cancerous!! so it would have had to be cancer for is to get our money back this i find disgusting!!!… Read Full Review

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Stephenw61's Response to Bradleyfarley's Review

Written on: 25/04/2014

I have just had the same problem with my dog - 2 lumps removed yesterday, neither will be covered unless they are cancerous! Absolutely pointless being insured with Pet Pals!!

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★☆☆☆☆

“disgrace, do not sign up with them!!!!”

Written on: 13/02/2014 by gmather (1 review written)

We have had insurance with petpals for over two years, our dog recently hurt his leg while chasing ball. We took him to the vets and he had to have xrays as she thought he had damaged the ligaments in his Knee, which he had. I rang petpals( by the way they shouldn't be called that, as it further from the truth THERE NOT "PETPALS" at all)to be informed ligaments aren't covered as part off our policy "there's a surprise. Was told by customer service if he'd been knocked over broken a bone he'd… Read Full Review

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Lovemydogs's Response to gmather's Review

Written on: 28/05/2014

Similar situation, they are a total disgrace!!!
We have had to pay out £250 for the x-rays, £50 for the vet fees and £1500 for the operation. When disputing their policy they even put the phone down on us, by the way they have been taking money off me for 3 years.
I am taking this up with the Ombudsman and would urge you all to do the same as i believe this company needs to be exposed for what it is, PETFRAUD!!!!

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★☆☆☆☆

“Beyond bad in every single way they should be band ”

Written on: 21/01/2014

I had 2 boxer dogs so called covered by this pitiful company we never claimed for years the first time one of the dogs became ill it was quite sever .the vet bills were £ 1200 plus we put the forms in to pet pal it took 7 weeks to get any reply . This said they would be looking at the claim after another 2 weeks they said we was due nothing . The way they construct the policy is purely against all honest principles he had a chest infection which was feared to be cancer I have no problem the… Read Full Review

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Cockneyhammer's Comment

Written on: 22/01/2014

if you haven't already get in touch with the ombudsman, i have with my claim. also i filled out the form on bbc watchdog website. Hopefully the more people that do this the bigger chance they will look into this terrible insurance company.

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★☆☆☆☆

“Worst insurance company !!! AVOID !!!”

Written on: 17/01/2014 by Jannineg (1 review written)

I have never written a review before, but I've had such a bad experience with this company that I feel like I need to warn others. Have a French bulldog who I insured with pet pals the day I bought him took him to the vets 6 weeks after this for a tummy upset which is clearly covered in the policy after lots of tests lasting 6 months and costing in excess of £1400 the vets finally discovered he had a food intolerance. Pet pals have refused to pay, which is causing me a huge amount of stress… Read Full Review

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★☆☆☆☆

“Aboslute waste of time / money - avoid at all costs ”

Written on: 05/01/2014

My dog had a very painful skin infection in August - which cost us over £400 to treat - not extortinate to an insurance company - but you think it had cost millions. They have refused to pay this claim as on the policy it covers infectious disease - but not an infection ????? My vet wrote a letter stating that they didn't understand their own policy wording . The Financial Ombudsman is now involved and the claim is still outstanding from August 2013 . I received a phone call from one of the… Read Full Review

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★☆☆☆☆

“If I could give zero stars I would”

Written on: 16/10/2013

Worst insurance company ever. When you take out the insurance they mention a few things that are not covered, fair enough, but what they don't say is that any claim must fall into very specific and narrow boundaries. My dog has had to have a number of treatments at the vet and petpals have refused to cover every one of them, from leg surgery to xrays, to grass seed removal (all pretty common ailments for an active dog). I have had 2 vets while with petpals due to a house move and both have been… Read Full Review

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★☆☆☆☆

“Debt Pals Direct More Like !!”

Written on: 20/09/2013 by MrKillen (1 review written)

This company has to be the most incompetent and unreliable outfit known to mankind. Apparently you need to be a veterinary surgeon in order to know if your dog is covered. After putting in a claim for my Dog Jet's infection of the womb which required immediate surgery. I made a claim to Petpals Direct who sat on the claim for over 3 months. After 2 emails and 5 phone calls I managed to get them to chase up the claim. 5 days later it was refused due to "pylometra" not being listed as an illness… Read Full Review

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★☆☆☆☆

“AVOID LIKE THE PLAGUE!”

Written on: 06/08/2013 by Tartanpaws (1 review written)

Do not waste your money with this insurer as they will not pay out, even for things that are clearly listed in their policy. They will flat out refuse to pay for any claim and that's if you're even able to get in touch with them as they are highly elusive. We tried to make a claim for a routine occurrence that was listed in our policy but were told as our dog has stepped on a grass seed rather than eaten it we weren't covered. Furthermore if you look through the policy you'll see that actually… Read Full Review

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★☆☆☆☆

“Refering my complaint to FCA and FOS! AVOID AVOID AVOID!!!”

Written on: 26/07/2013

This is by far the worst Insurance company I have ever dealt with!They should not be allowed to operate in the Insurance market. I have 2 Indoor cat insurance policies and recently tried to make a claim for a specified listed illness. They have rejected it. I have e-mailed and called a number of times to complain. I get no response following the 4 week letter(that was mysteriously lost in the post and I only received after 3 e-mails...) saying they were investigating my claim. They are now… Read Full Review

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★☆☆☆☆

“Not worth the money their policy is written on”

Written on: 19/07/2013 by NEAnimalLuvr (1 review written)

Family friend, believe it or not. And if they wouldn't pay for sweet Emma, then they'll never get a favorable word out of me or a penny from me or anyone I know. I have three cats, a bird and we're getting a dog next month. We have a loving home, and our animals are family. Family deserves better than this 'company'. Incompetence and greed has a new name: PetPals… Read Full Review

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★☆☆☆☆

“they are not there to help your pet just to take your...”

Written on: 28/06/2013

i carnt belive petpals is allowed to opparate .thay do not pay up even my vet was disgusted in them they cover them selfes all ends and sides so thay dont have to pay out.DO NOT BE A VICTIM OF THIS INSURANCE COMPANY THEY ARE A RIPP OFF… Read Full Review

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