I spent a day on the phone calling them out for having a £1000 per condition which wasn’t clear, and went through the whole complaint system which was resolved with "your fault for being stupid" then the next day rang to cancel my insurance for my dogs and the woman tried to convince me to stay, and on the same policy they no longer sell because they admitted it wasn’t fit for purpose but we’re happy for me to carry on paying for. I seriously got upset. And her response was. Well you should know it's only a £1000 per condition so it's not our fault. Anyway would you like to stay with us. Really tested my sanity. My dog nearly died, they had no sympathy. It was all about protecting their policy at every level

Do not recommend they advised mg claim would be covered and when I submitted it, it got rejected for dental reasons when in fact the claim was for a disease in the blood. But they told me I should of cleaned his teeth he's a cat no one cleans their cats teeth and even if I did that wouldnt of done anything as it was due to a blood disease!! Absolutely disgusted got told to re claim for it so I did for them to not respond and so when I tried to go to the ombudsman I couldn't because it was to late and pinnacle wouldn't not let them investigate it. So thank you for leaving me with a huge bill.

Early in my second year of cover I made a claim for a spinal injury to my dog. Pinnacle kept me informed and paid the claim promptly. I did try to help the claim process by chasing my vet asking them to respond to Pinnacle's requests for information promptly. They did what they said they would do.

I felt I must let you all know that although I did not renew my pet insurance with Pinnicle, I never had any problems with them. I have three large dogs and they always paid a claim. They were quick and I had no problems with them. I had to cancel when they changed their name to Help-U-Cover. My insurance went sky high and I had no choice but to find a cheaper insurance that included life cover. If you can afford it - go for it. I found another with similar cover and I saved £35 a month, which to me was a god send in this recession time. This way I still have a good cover for my dogs and can still afford to feed them! Customer service were a bit wishy washy but the claims handlers were lovely.

Pinnacle Pet Healthcare Insurance - one word awful. Horrific customer service and Slow to get back to you.