Vetsure Pet Insurance - www.vetsure.com

am devastated by my experience with Cardiff Veterinary Centre following the death of my cat, Arthur, who was only two years old.

Your 24-hour vet was the first to see Arthur and told us he needed immediate treatment. We were given a written quote with a set price, which I photographed, and we were misled into believing there was a strong chance of full recovery. At no point was euthanasia discussed or offered at that stage.

The following day, the head vet called to say the cost would increase by £600, taking the total to over £2,000. When I went into the practice in person and spoke directly, he asked me “Were you offered euthanasia?” and stated that he would not have operated at all based on Arthur’s blood results.

He then said that the fee could be waived because the 24-hour vet had not put the correct paperwork in place. However, by this point, Arthur had already been through the operation, making this offer both meaningless and deeply upsetting.

This only highlighted how disorganised and contradictory the care had been.

Arthur survived the operation, only to die at home four days later.

I have effectively paid £2,000 for my cat to be brought back to life and then die twice.

Since then, I have tried to raise these serious concerns with the practice manager. After one dismissive reply suggesting I had “misunderstood” due to it being an emotional time, she has ignored all further emails. Being ignored after the death of a young pet, especially when there are clear inconsistencies and unanswered questions, is appalling and deeply unprofessional.

There was misleading information, contradictory advice, poor internal communication, no accountability, and blame subtly pushed back onto us as owners. To then be ignored by management is frankly disgusting.

I had to make a claim for some treatment and was unsure about whether or not this was covered. I called the helpline and the lady at the other end was fantastic - very kind, patient and knowledgeable. She emailed me straightaway with a form and completely put my mind at rest. The money was refunded to me within just a couple of days of me sending the completed form back. Superb service. It is so reassuring to know that when you call you get to speak to a human and also that you don't have to jump through hoops to get a payment.

Had a very stressful time with my Great Dane with a foot infection which quickly spread and required a toe amputation.

He had numerous courses of antibiotics and many visits to the vets.

My claim was sent in and paid in full within a day.!

Not only very pleased but quite shocked at the speed of settlement.

Thank you Vetsure.

Having had to make a claim in the past it was hassle free and an excellent service. I did not hesitate to go to Vetsure for a policy for my new cats

Been with Vetsure for a while with 2 dogs now got a puppy insured too. Very happy with the service, staff very helpful if you have any queries so overall extremely pleased. would recommend to family and friends without any hesitation.I

It was easy and fantastic to set up with no issues. With the little fluffy one being so adventures and a bit of a trouble maker it is nice to have a piece of mind if anything was to happen. It’s the best pet plan around.

Vetsure are reliable easy to contact and overall very helpful, my 4 dogs have been in great hands. I would recommend their service to family and friends.

Vetsure are the best vets send claim electronically we are asked to confirm and then notified when vets are paid. Can recommend Vetsure to everyone

Have two dogs insured with Vetsure, one of them has unfortunately had several surgeries. Vetsure have paid my vets promptly every time.

Am on a few breed specific Facebook pages as well, and looking at comments on those the premiums I pay are highly competitive!

100% highly recommended.

I cannot recommend or thank vetsure enough for the service they provide. They literally take away any worries having pets cause. If only they could magically remove any illnesses or accidents they would be the Mary Poppins of all insurers!

In 2022 one of my cats had multiple trips to the vets which ended up in 2 separate claims, the most recent was feline asthma. Knowing I only had to pay the vets the xs is so reassuring when the bills mount up.

Claims process is beyond easy.. the vet does it all, I receive an email with a link to check what the vet has put and electronically sign and the vet is paid within days of me signing.

Thank you again, you have a loyal customer for a long time.