Do not use this pet ins company if you can't afford to wait 3 months to get your money back. The assessors are terrible or not trained properly. All they do is send the same email to the vet practice every week looking for information that the vets have already gave them. They never call the vets to resolve things straight away, it's just email after email. Then the assessors don't even notice that the practice already gave them the info until I call them to complain. Especially for a new illness. Nothing gets resolved unless I end up calling them and complaining after already waiting 6 weeks. Its hard enough watching your 14 year old pet be so unwell for months, then pass away. Without the consistent carry on with pets at home pet insurance not being able to pick up a phone to vets to resolve anything. I've had to put In several complaints In the last year. If my other dog wasn't also 14 years old I would change ASAP. I've since been advised by a friend the insurance company called 'animal friends' pay out in 7 days. Have been with pets at home insurance for my 2 dogs for several years, but the last 2 years I've had to use them frequently. Would never use again, unfortunately with having a 14 year dog I'm stuck with them now!

I cannot believe the experience that i have had with Pets at Home insurance, I have had my small cavapoo insured with them for 7 years, and last year following an issue was the first time I have ever had the displeasure of putting in a claim. I have now been waiting for 3 months for them to 'review my claim' i have made 12 calls, which more often than not keep me waiting for at least an hour. Then when you get through, its a India based call centre, and although the staff are pleasant, they don't have a clue what you're talking about and so tell you what you want to hear, saying that they're following up... they obviously don't as I am still waiting This morning, I finally got my refund. Only they had taken 4 lots of excess off the 2 claims. They have given some inconceivable excuse that one of my dogs hydrotherapy, although paid for in one go, took place in the new policy year... Please avoid, pay more and go else where.

I have used PAH for insuring my cats for a few years but have started to use other providers as and when policies come up for renewal. It takes several weeks for them to even acknowledge a claim and they seem to continually drag their feet. I asked to change the draw date of my direct debits by a couple of days when my pay date moved to the last day of the month. I was assured this would be done with immediate effect but they still took them on the old date and after they then changed them for the following instalments due, they still left 2 of them on the old draw date. I've had difficulty understanding some of the customer service staff and with also making myself understood. I'm severely out of pocket waiting for them to pay up on 2 valid claims. I have made a complaint and asked for a form to send to the Financial Ombudsman, due to the length of time it takes to resolve claims, but have been told they don't have a form. Very dissatisfied and would urge anyone thinking of taking insurance out with them, to go elsewhere.

When Allianz took over Pets at Home they changed what they would pay out and did not explain this - should be against the law to do so. Wheedled our of a claim saying it was pre existing , all a nightmare. I have cancelled the £50 per dog per month ridiculously high premium!

I find that pets at home are incredibly slow at dealing with claims. They also waste time and resources by sending a text, email and letter to say when claim forms are returned, then send a text email and letter to say payment on its way THEN the cheque arrives (better late than never). Staff can be helpful at times but often extremely rude on the phone. Spoke to one lady today as Pets at Home are moving insurers however my claim still needs to be processed under the old insurer (i knew noting about this and my vet had obvisously somehow got confused). I was told to discuss it with my feet and to ask them to send a new form.. As this is not my fault and was totally out of my control i asked the telephone advisor at pets at home if she could explain this to my vet, as they obviously understood more what was going on. This was met by a large huff and a sigh and 'ok then but you need to hold'. Incredibly rude woman. Been waiting nearly a month for this money, the saga continues.......

If you have an animal that you would like to insure I would strongly suggest not to go with pets at home at all as they only get you into more det my dog was insured with them and had to have a opp to have a lump removed now we had been with them for over a year and never claimed for him but when this happened we couldn't afford it and was covered by the insurance company yet they didn't pay anything and left us to deal with it also they have started to take us to cort to get the money they should have payed out utterly discussing

Pets at home pet insurance has been a horrendous service. Staff are rude and have no idea what they are doing. They made a mistake and cancelled my policy, then tried to blame me for their faults and tried to make me pay a cancellation fee. Even after I've now chosen to cancel my policy and have written confirmation of this, I've received further threatening texts and letters. When I've called to ask why they are still contacting me, they don't even know! Ridiculously bad.

Horrendous service from Pets at Home. I have now been on hold for nearly 20 minutes for the second time today. Our dog, went into hospital for a slipped disc operation. He then caught pneumonia and passed away. It was a very stressful time, we were devastated. A few days later Pets at Home declined our claim, their excuse was it was an on going situation, and they said we knew about it when we took the insurance out. How can a person sitting at a desk know more than our dogs vet. The vet said how can a dog walk around for one year with a slipped disc. I am now having panic attacks with stress, as Pets at Home have left me financially ruined. They enjoy taking your money but will riddle out of paying.

Pets At Home Insurance is the most appalling insurance provider on the market. They are quick renew your policy and take your money, but when the time comes that you actually really need to use it, they will fight you every step of the way. My dog Huxley was diagnosed with a Type III Luxating patella on both of her hind legs. This was my first and last time filing a claim with them. They declined to cover the expenses because they believed she had a pre-existing condition. You may ask what the pre-existing condition? Well when she was a puppy she had a mild irritation to her right hind leg’s nail from dirt. That justified a direct connection from dirt in the paw to a luxating patella. The vet and the orthopedic surgeon tried to explain that there is no connection, what so ever, with the two conditions. Thank you Pets at Home for not being there when we really needed you. You are a horrible company.

I took out the insurance as my dog uses Pets at Home vets and Groom Room and the excess is reduced if you use their "partner vet". This should have made a claim simple but I received an additional bill after surgery including 10% on top of the excess (use a microscope to find the wording about this), excess for drugs and disallowed blood test which was clinically necessary and came under the policy. Went round in circles trying to get it sorted and now it's with the Ombudsman. AWFUL

I BEG YOU ALL NOT TO TAKE OUT ANY POLICY WITH THESE PEOPLE,THERE DRAGGING OF FEET,RUDE ON THE PHONE,WILL NEVER PAY OUT EVEN THOUGH THE VET HAS SENT THEM 4 LETTERS,AND THE POLICIES ON THE SECOND YEAR OF TRAPPING YOU GO UP AT LEAST 20%,FOR A SHODDY SERVICE………

Our dog is getting older and she is ill with several conditions, however, when we first took up [email protected] insurance they were one of the few insurers who would provide lifetime cover for an older dog...At a price. Last year her insurance was £133 per month and the renewal has come through at £145 per month. This might sound astronomical but our girl isn't a healthy youngster and her medication costs quite a lot of money. When we took the cost of medication into account and the fact that insurance would then cover any new illnesses we decided it was worth it for the peace of mind... Initially this insurer always paid up in a timely manner and in full but over the past 12 months they have dragged their heels when it comes to coughing up and they now owe us for 9 separate claims going back 3 months. Not a month has gone by when we haven't phoned to find out why the claims aren't being settled in a timely manner. They have reported that they haven't received the claims from the vet or pieces of information have been left off or are missing. We have even had them acknowledge receipt of information only to then be told that they haven't received it!!! So all in all we've had enough and will be going to the FOS so they sort things out. Sadly we are stuck with no option but to be without insurance or renew because we cannot insure an elderly, sick girl with any other insurer but hopefully the FOS will hold [email protected] insurance to account and make them pay up what they owe.

I am appalled to have found out that my parents renewal quote for their dog is over £450. That's more than 3 times the average quote for similar insurance on comparison sites. Not only that but their insurance has gradually risen to this much since they took the insurance out. My parents are elderly and have not realised until now that this is completely unreasonable. They have never claimed on their insurance. Is it any wonder people are untrusting and frightened to deal with simple matters themselves nowadays? Shame on you Pets at Home. I have told them to call and ask for an explanation of these charges. I hope they are given a little more help when they do.

Took our cat to vet within the year of treatment that the policy covered. Claimed on the Pets at Home insurance and was told that although the condition was diagnosed again within our cover, they would not pay out because the actual operation took place 3 days after the year - even though we had a current policy in force. No complaints department - just telephone operators who give you the 'broken record' answers they are trained to give. Have now shopped around and found a much better deal with Marks and Spencer pet insurance - and it's cheaper and for lifetime illness up to £4,000 per year. The Pets at Home policy document is not clear - yes I read the small print, but most people would assume diagnosis was the start of treatment wouldn't they?

I'm in the armed forces so wanted to get all mail sent to my work I was then told my policy wasnt coverd, they also said because I'm not at home with the pet I can not be registered owner. She was rude on the phone call back was hours late. I have now gone to pdsa insurance avoid, avoid these at all costs

Shocking.. Do not touch.. Takes 2 weeks to take first initial payment which could leave you in financial bother if on a budget. Do not like to pay up.. Will argue with you.. Just left me £166 out of pocket!!! Back to petplan!!

My cat insurance premium doubled after year one, but I couldn't be bothered to search around for another. So I stay with Pets at Home. Big mistake! After two months of taking a monthly direct debit, I was then charged a £10.00 admin fee because I didn't not send back the credit agreement. I didn't have to send back one the first year. Complained and was told it was my fault. How can they charge a £10.00 admin fee for not doing anything! Ridiculous! Needless to say I cancelled the policy and got a cheaper and better policy!

My dogs renewal policy increased 45.3% at year two - from £42.41 a month to £61.63 per month. I phoned to get justification of this huge rise and was promised a call back. I never received this call and have since phoned four times with the same hollow promise. The last call lasted over twenty minutes as I insisted on speaking to someone, but I kept being fobbed of as the complaints team were busy, so obvious why, I then asked for a call back, was promised the same but you guess it, no call. I would say steer clear of Pets at Home Insurance, just a rip off with certainly no customer support.