I have recently had to make a claim due to the loss of my pet dog. The service has been nothing but terrible, with myself having to do all the running around to get information as the customer service team at ESURE fail to read any communication properly and lie about contact with vets. They are completely impersonal and do everything possible to delay any payment they may make eventually. They fail to acknowledge communication and blatantly ignore you if you so much as take issue with their procedures, which for a large insurance company is totally antiquated. Use them at your peril for they will take your money and run away from any responsibility. Any attempts to contact anyone who matters in the company is just referred back to the impersonal customer services team. Customer Services, well hardly. Avoid Avoid Avoid

I was really worried that I paid £3500 up front for an operation for my dog just incase for some reason Esure didn't pay me back but they did and very quickly. I sent my claim form recorded delivery and the following day they e-mailed me saying they had received it and it would be dealt with within 5 days. Today, which is exactly a week from them receiving my claim I have received a cheque for the amount due. I am very pleased with the service.

DO NOT take out pet insurance with esure. They staff are unhelpful, and unwilling to address problems, and like to pass you from pillar to post when you need to make a claim. They're willing to give you their 'extension number' to lure you into a false sense of security, but try reaching that person again for continuity; you're wasting your time. Figures that paying over £1000 per annum for pet insurance doesn't leave you in good stead. All I want to claim for is for £400. They'd make just over £500 in premiums on one of my dogs that happen to be insured with them.

we went we esure as we had been recommended them a few years ago, but since recent over hauls within the company the service as has rocketed down! We made a claim at the beginning of 2011 that was agree and to be paid out around £500, it is now Feb 2012 and we have yet to recieve any money, they keep saying the cheques have been sent when they clearly haven't, and everytime we call to chase up you spend 40mins waiting to speak to a living person. We will be taking them to court to get the claim finally paid out as they continue to fob us off at every turn. DO NOT USE ESURE PET INSURANCE

I haven't been making a claim from them, so not sure if my review would change then, but the value for money together with the impressive compensation per condition is what I was looking for. They have also reduced the premium after 1 year not claim. Hopefully I will not change my mind when I have to make a claim (hopefully never!)