written by dottyhinkle on 25/04/2023
Thankfully I have not had to use the insurance yet, so cannot comment on any aspect of claims. I can however mention that the £30 voucher which should have been sent following successful application and monthly payment being taken, has not been sent/received. It does make you wonder how the company will deal with claims if they are not forthcoming in completing a part of the deal, of which I signed up with.
written by covidnightmare on 09/07/2021
Covid has not helped nor having a direct link through phone either during this period of time and made it much harder to make progress to get Loki insured but got there in the end. My other two cats are insured through Pet Protect no issue when insuring them just bad timing but wanted all cats insurance in one place done now but could have done without the hassle this time around. Perhaps a telephone line accessible to phone in would have made things easier. A lesson perhaps to be learnt.
written by Debbee21 on 05/03/2021
I’m a brand new customer with a puppy. Researched and felt Pet Protect was a good choice. Read that customer service was good (if only via chat function) however I’ve been unable to log into my account since I created it and I am not being sent emails to change my password. I have spoken through the chat function to 3 different people but this is still unresolved and feel as if no ones bothered. At one point I was asked why do I need to log in?? Because I should be able to, that’s why! I really wanted to give a good review but my experience in the 2 weeks or so since I signed up has just been frustrating and has not been a good one sadly. I haven’t made a claim thankfully so I cannot comment on that.
written by Teagano212 on 23/06/2020
Normally have great things to say about PetProtect, however this time my claim was delayed. Poor communication meant that I kept having to chase the claim and ask for information from my vets. My practice was unaware that a claims system had changed and this was not communicated to then by PetProtect. The claim was paid in full as expected. Just very lengthy process that caused lost of unnecessary stress during what was already a upsetting experience.
written by laurblum on 04/06/2018
I have used this company for all our pets for the past 20 years. They have been very responsive to all our queries and claims and for this I must commend them. My pet had a significant condition, cancer, and had a foreleg amputation and there was no question of them refunding the costs. However: * When your pet turns 10 the excess increases from £100 to £150 * The excess applies to payments for a single ongoing condition UNTIL you renew the policy. The next claim for the same condition incurs another £150 excess payment. * My pet died halfway through the year and they retain the entire year's premiums which I feel is very unreasonable. One is bound to them as if you change insurers, they often do not cover you for existing conditions It is not cheap to own a pet and not cheap to insure them but I feel that the terms and conditions of this insurers' policy should be challenged
written by 28agb on 26/04/2014
I felt very worried about a claim I made because of the reviews here. I had a policy for 14 years and had to claim when my cat had emergency surgery to remove a mass from her intestines and also needed to be looked after at emergency vet for 3 days. The vet costs were huge, so the long wait, and the thought that they might not pay distressed me. It did take time to get a response but they DID PAY OUT over £2,000 without quibble . There was £100 excess and 20% of vet fees for me to pay but I could see that in the policy before I claimed. The reason I only give this review 3 star is because of the length of time to deal with the claim and I felt that 20% of vet bill was a lot for policy holder to pay.
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