E & L Pet Insurance Reviews - www.eandl.co.uk

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Latest Reviews

★★★★☆

“Surprisingly Happy”

Written on: 10/03/2017 by toniclark (1 review written)

Had insurance with E & L since I bought my dog home as a pup last March. Had to have knee surgery in December and again a fortnight ago. When I knew he would need these surgeries I got E & L to provide written proof that they would cover for BOTH legs for the surgeries. I have just received payment for December claim and am waiting to hear back about the 2nd. Obviously if they reject the second claim I wont be pleased and will be going to the ombudsman. But they have paid the first and yes it… Read Full Review

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★☆☆☆☆

“Slow payout”

Written on: 03/02/2017 by Uptonli302 (1 review written)

Have had my dog insured with this company since I got her 12.5 years ago during which time had made only 2 claims until last year, when it took 3 months for them to pay me and this was only because I complained. They found every excuse to prolong settlement, trying to blame the vet for not supplying full medical history, which was not true. When they did settle, I got less than half the amount claimed for. Currently have a continuation claim in (3 weeks ago). No mention when this will be… Read Full Review

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★☆☆☆☆

“dog insurance claim”

Written on: 26/01/2017 by amRobles114 (1 review written)

My dog was hospitalised for the first time in nine years when it came to making a claim I got paid less than a quarter of the total bill then took 8 weeks to payout.Don't know how they stay in business… Read Full Review

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★★☆☆☆

“Do NOT pay annually”

Written on: 25/01/2017 by 26Burns (1 review written)

Just a word of warning - I would suggest you do not pay annually to E&L - if you do and make a claim, you are not entitled to ANY reimbursement of the annual fee you have paid (at least this is true on policies for dogs) - so my dog passed away early into the 12 months I paid for, £1k vet bill, eventually have received verbal confirmation of a small settlement (although now being told another 10 - 15 working days before the payment is processed! and no written confirmation received), and, you… Read Full Review

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★☆☆☆☆

“Too many clauses not told about ”

Written on: 17/12/2016 by Hoover450 (1 review written)

took months for the pol£icy to be paid to me then only got a pittance of what was expected they had every excuse to hand much rather have my dog back considering I had the top policy its rubbish… Read Full Review

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★☆☆☆☆

“Heartless”

Written on: 05/12/2016 by MelanyJamison (1 review written)

This company just wants your money they have no compassion when it comes to the death of your pet… Read Full Review

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★☆☆☆☆

“Feel totally screwed over”

Written on: 26/11/2016 by koBlack239 (1 review written)

After being loyal customers to E&L for 10 years feel totally done over. Our Tonk Muppet fell suddenly extremely ill last month after 9 years problem free. Tests proved diabetes and he was hospitalised, stabilised and commenced insulin treatment. He never recovered and we had to make that heartbreaking decision. The vets fees were in excess of £2000 which we had to pay for up front to the vets as they did not deal directly with E&L insurance. After weeks of chasing the claim we are horrified… Read Full Review

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★☆☆☆☆

“Feel totally screwed over”

Written on: 23/11/2016 by Sworboys (1 review written)

After being loyal customers to E&L for 10 years feel totally done over. Our Tonk Muppet fell suddenly extremely ill last month after 9 years problem free. Tests proved diabetes and he was hospitalised, stabilised and commenced insulin treatment. He never recovered and we had to make that heartbreaking decision. The vets fees were in excess of £2000 which we had to pay for up front to the vets as they did not deal directly with E&L insurance. After weeks of chasing the claim we are horrified… Read Full Review

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★☆☆☆☆

“Appalling ”

Written on: 23/11/2016 by 342McQueen (1 review written)

After several emails chasing up they have now stated that the claim is agreed, but I will need to wait for payment , as claims are dealt with in date order. Six weeks later still chasing them..... They may be the cheapest, but paying any premium if they do not pay out is a waste of money. Though they were very quick to place exclusions on cover after my dog was diagnosed with a heart condition. Avoid… Read Full Review

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★☆☆☆☆

“Very very slow claim pay outs”

Written on: 16/11/2016

I have made several claims and they always take at least 10 weeks to pay out! They have paid out which is a plus but will never give you any indication as to whether they will pay or give any pre authorisation! I feel I have to stay with them as my dog has not pre existing conditions but would definitely not recommend them to anyone else! Very disappointing!!… Read Full Review

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★☆☆☆☆

“Delay in payment”

Written on: 24/10/2016 by patriciaturner (1 review written)

24.10.16 After 8 years of paying this policy I have had cause to claim on my dogs insurance. I submitted my claim in early August and whilst payment of the claim has been authorised since mid September I am still awaiting settlement. Staff members that I have spoken to have not been helpful. I would not recommend this company find someone else. … Read Full Review

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★★★☆☆

“poor communication”

Written on: 11/10/2016 by matdat (1 review written)

does not answer emails , very slow in making claim payments yet quick to send email concerning symptoms which are being excluded if claim made… Read Full Review

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★☆☆☆☆

“Worst Ever Pet Insurance”

Written on: 06/10/2016 by Gael1980 (1 review written)

I took out the pet cover in May 2016 for my 5yr old dog. Had to make a claim for a cyst removal from my dogs Paw. It isn't settled, weeks so far and all I have had from them is a notice to say there are now exclusions incurred on my policy for eyes! No settlement in sight...if you'll excuse the pun! Can't get hold of anyone to speak to, the only response is to say that there is no one in the office to help. Vey Very poor… Read Full Review

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★★★★☆

“not all that bad ”

Written on: 14/08/2016

After my horse got put down I made a claim for death and surrounding vets bills. After reading all the horrific reviews I was expecting E&l to be a nightmare and was expecting my claim to be rejected or for them to pull out some trick so they could refuse to pay. However in all honesty I must say they were absolutely fine. Paid out no questions asked and all the service I received over the phone was great. Staff were really helpful and friendly. Only downside is they were a bit slow in… Read Full Review

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★☆☆☆☆

“3 Months And still waiting for a pay out”

Written on: 11/04/2016 by 492Lamont (1 review written)

i should have known when my vets said they are the only company they don't do direct claims with I was in trouble. After thousands of pounds of X-rays and surgery on my dog I'm still out of pocket. I sent my claims form off the day the surgery was done and three months down the line I'm still being told it'll be 9-12 days before payment... Unfortunately this is what they told me 3weeks ago too. Terrible company, I will be cancelling my policy as soon as I finally receive my payment… Read Full Review

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★☆☆☆☆

“Now I know why I stopped using them ”

Written on: 09/03/2016 by 107Gilbert (1 review written)

While telephone staff in customer services are polite, the actual Company customer service is terrible. Provided claim details 6 weeks ago. They didnt take vets information as truth and asked for dogs complete history. Presumably this is to delay payment? Luckily my vet provided information same day. Still waiting six weeks later for payment although it has been agreed it is a valid claim. Used this Company for Equine Insurance may years ago and now know why I stopped using them. Their excuse… Read Full Review

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★☆☆☆☆

“Terrible claims service”

Written on: 23/02/2016

5 weeks on and my claim has still not been settled. Over 3 weeks ago I was informed that it had been agreed and I quote them as follows "We issue payments in a strict date order, this is in order to ensure we are treating customers fairly.Unfortunately, we cannot advise of a timescale as to when your payment will be issued." This is not good enough. Luckily I have the wherwithal to carry the cost until reimbursement but if the claim was at the top end of the policy limit I would be in… Read Full Review

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★☆☆☆☆

“6 months to get claim money - hours of our time wasted”

Written on: 16/02/2016 by aimeeg92 (1 review written)

Would never recommend this company. Hours and hours wasted on the phone to them saying the person we needed to speak to about our claims wasn't in the office and would call us back the next working day, the calls NEVER came, not even once (for weeks we were calling every 1-2 days). All emails to said person were also repeatedly ignored. We were told we could not make a complaint until the claim was settled (although we could never get through to the "one person in the entire company that was… Read Full Review

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★★★★☆

“Horse insurance ”

Written on: 15/02/2016 by Kyank13 (1 review written)

I was wary of this company having seen other people's reviews, but they were markedly cheaper than competitors for my horse. As it turned out, we sadly lost our horse unexpectedly only 5 months after insuring her and they paid out for her veterinary care and for her value, so we can't complain… Read Full Review

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★☆☆☆☆

“what a joke!!!!”

Written on: 05/02/2016 by cathyv (1 review written)

I will never use this company again. I lost my dog dec15 with cancer and this company is still.messing me about regarding my claim. 5 days after my dog passed they even tried taking another months money out even though I cancelled the policy and told them my dog had passed. Ive found the whole experience with this company trully upsetting and they even lost my invoices from the vets. If u want a good service then dont use this company esp if its to insure urpet. Its an absolute joke… Read Full Review

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