We have insured our dogs with MnS for the past 8 to 9 years with no claims made for one dog, with a first claim now declined. Now, I'll explain why MnS are in fact undertaking activity. Their reason for declining covering our dog for dental work is because a vet entry in 2019 stated they observed some low grade plaque. We agreed we would explore preventative options, nothing more. The vet "did not stipulate they advised dental work, not that it was an emergency". So, the bad bit which affects thousands of policy holders. All vets discontinued any dental work, except emergency dental work, during a small world wide event known as Covid 19. Subsequently even if any works had been advised there was not way of having work undertaken. However, MnS continued to take our premium for the same amount knowing that our policy covered dental work, and yet vets were unable to provide dental operations unless an emergency. So MnS took money from thousands of people and yet did not adjust the premiums or notify policy holders they were paying but would not be covered. I have been unable to get any response from MnS, but my advice would be for everyone to do what we've done and that is initiate contact with MnS with a view to gaining legal advice. They are not in the habit of helping our pets, they purely want money. We now have a dog in severe pain who needs 3 teeth removed and who will undoubtedly need recurrent help now with infections, jaw issues, systemic infections with a poor diet ands he cannot eat and with a reduced lifespan. Well done MnS, but be prepared for a battle on your hands because I will not allow you to get away with fraud. I hope others join and we make this national news.

I have just cancelled my pet policy with Marks and Spencer. They are refusing to pay my claim as they say it’s an existing condition which I totally dispute. This is only my 2nd claim in 7 years. Policy was due for renewal in September , premium had gone from £554 to £919 based on the dogs age. I

I've had my dog insured with M&S for 8 years and up untill recently have never had to claim. I can't be bothered to go into the full details but...bottom line is...we pay £45 per month for our policy and we are now having to get a 0% credit card to fund a £2,690 operation for our little dog! Needless to say...IM CANCELLING! Disgusting!

Wouldn’t use another company. They have been amazing from start to the very sad end. 3 different claims over 6 years and paid out on all no complications. Even gave us the purchase price back when she sadly passed. Quality service and very sensitive to us when we informed them she had gone. Really shocked to see the other poor reviews on here. Would Always use again.

Just awful, avoid and take your business elsewhere. They don't pay out

I recently tried to claim for my cats treatment. It took four months to be told the claim wasn't covered by the policy. The customer service is awful and I have had to spend several hours on the phone followed up by several letters. Have cancelled my policy and would not advise anyone to go with them. Really, really disappointed.

Not a service I would expect from marks and spencer. Customer service awful. Avoid.

They will not cover costs of surgery if there is 3 different lumps to cut off They will classify it as 3 different surgeries even if it was done during one quick visit. I paid full amount of £700 costs Why do I pay this insurance? Absolutely disappointed They are winners we are loosers Avoid

Was with M&S Pet Insurance for two years, slight premium increase after year one which was to be expected however after year two it was increased by about 40% with no claims in the previous year, no change of address and no health concerns of the animals albeit one year older. Found another provider, cheaper monthly premium within minutes. Called M&S back and got the most rude customer service adviser who didnt even ask why we were leaving or want to do anything to resolve it. They got in a real mood when I asked 'dont you want to know why we are leaving' but no they didnt. Hope to get the opportunity to tale part in their survey!

Do not go with marks and Spencer pet insurance, avoid at all costs!!! Passed from pillar to post, my claim has gone to there underwriters called the Cotswold Group, nightmare!!! Put your money somewhere else, so stressful

My dog attacked my daughters dog. Unfortunately he caught my daughters dog eye and the eye had to be removed. This was late on a Friday. Couldn't get through to the third party section until the Wednesday. The dog had to get his op on the Monday. M&S wouldn't pay out because firstly I had already paid for the op. No choice- bill had to be paid. Secondly, they reckoned I wasn't negligible, so they denied the claim. It was an accident, but why do we pay insurance?,,,, I thought M&S were reputable, but would not recommend them at all. Disgusted

They sign you up with a good price they attempt a disgraceful renewal price increase. A £130 price increase in the second year is just not acceptable with no claim and no problems. A new customer is quoted what I paid last year. So existing customers are expected to cross subsidise new ones. When I rang to discuss I was informed I had called them on the wrong number even though I rang their quoted number on the renewal letter. I was put on hold and eventually transfered. I asked if they had all the information from my initial conversation. Said yes. The line became distorted and then disconnected. I assumed the would call me back. They did not. I sent an e mail. 24 hours later no response. They are NOT interested in customer retention. I will steer clear if this is their real service to a customer who has not even made a claim. Disgraceful price hike of £130

I went with M&S as I thought they would be one of the best but they are not. When my puppy was born he had an undecended testicle, when I took him for his vaccinations the vet said it could take 6 months so it was 9 months when I took him back as the vet told me if it wasnt removed it would most likely turn cancerous, I paid for the operation £560 I then phoned the insurance company only to be told they don't pay out for castration I did explain to them that if his testicle was in the right place I wouldn't be getting him castrated but the person I spoke to didn't want to listen, they take £29.87 a month off me therefore as far as I'm concerned they are the WORST company as they would rather my dog get cancer and not every dog owner can afford £560.

They sell it as a "lifetime policy" but it isnt because they treat very year individually. If your pet has a condition which needs treatment over more than one year they will charge you the excess for each year. For example if your policy is renewable on 5th January and you go to the vet on say 30th December for a consultation but dont go for treatment until January 8th they will deduct the excess for the year the consultation is in and again for the year of the treatment. This happened to me and resulted in them deducting two years excess (£400) .Insurance companies use every trick to avoid payment but M£S have it off to a fine art

Dreadful service from this company. Insured our much loved dog with M&S as a puppy in 2007 Over the years the premium increased From £12:60 to £58 monthly at this point my dog was twelve and I had never claimed anything on the policy. I rang to ask why there had been such an increase, I was advised to change to standard policy instead of premier, I did this January 2019 . Sadly we lost our beloved pat at age 13 years 4 months during those years I have paid literally thousands of pounds insurance. I have just received aver curt letter awarding the princely sum of £151 towards her final bill of £612. !! What an absolute insult , not even a thank you for your custom ! DO NOT USE THIS COMPANY

As we all know, Covid 19 was a global pandemic shutting down the world for a long period of time. This included vets practices (emergencies only). Because my 6yo french bulldog had not been able to attend his yearly health check due MID LOCKDOWN, when he had to have a procedure done with his yearly check up marginally out of date due to C19, m&s pet insurance refused to pay the bill. We've been paying £80 a bloody month for 6 years for 2 dogs and they cant even cover a £500 bill, because their policy states 12 monthly check ups?! ITS BEEN A DAMN PANDEMIC. THE WORLD WAS LOCKED DOWN! any excuse to get out of paying out. Ive seen so many reviews today saying the same. Please avoid them at all costs. Maybe they should add "we dont pay out, no matter what" and "Global pandemics are no exception" to their policies!!!

No service at all from this company, no replies to queries, no explanations as to whey costs are not being covered in repeated claims

My beautiful 11 year old spaniel died recently after a very sudden illness. Because of his age the only claim I am making is for the euthanasia and cremation cost. The claims department have decided that they need to investigate his medical history before they can possibly make a decision on whether or not to pay this. They were very happy to insure my pet but when needed they have completely let me down. At what is a very difficult time for my family, their behaviour has been appalling. Do not trust this company with your pet's health.

Our paperwork arrived with our dog’s date of birth recorded incorrectly by just 12 days. I rang them to correct the error and was told the policy would increase by over £12. This is not an admin fee but apparently it costs significantly more to insure a puppy born on 13th not 1st month. Very unimpressed. Will look for insurance elsewhere in future.