LV= Liverpool Victoria Pet Insurance

I have decided to write a review about LV Pet. My 12 year dog had her op yesterday to remove multiple possible tumours. Yesterday I got a text saying they had received my claim and they were sorry to hear about my dog. This morning (at 3am) they emailed to say they’d paid me directly. I had asked it to be paid directly to the vet but that was going to cost me a £35 admin fee (vets bill not LV). By paying me so quickly and directly, this has avoided the admin fee as I can now pay the vet tomorrow when I got back to have my dog reviewed. So I’ve also saved money. I’m really impressed by the service LV have provided and think the reviews LV get are really unfair. They have been brilliant throughout the policy. I have no hesitation in recommending them.

What an absolute rip off this was! Declined my claim and then called me to say they had underwritten my policy again (after being a customer for 4 months) and went through a list of exclusions basically rendering my policy useless. The list included Brachycephalic airway issues (as my dog is a bulldog), any breathing issues, all skin, all nervous system (no idea why?) regurgitation (he was once sick!) back, spine, all 4 legs, and eyes (because once as a pupp he had an eye infection. So due to him previously having an eye infection I now couldnt claim for glaucoma for example. Absolutely ridiculous!!!!!!! They basically excluded his whole body. They were more than happy to take my policy on at the beginning though and take nearly £80 per month.

Please avoid l.v pet insurance. Gladly take your money but a nightmare to deal with, when you need to make a legitimate claim!! Was with them for 3 yrs but now changed, thankfully bf a big claim was submitted!!

Awful cover and experience AVOID

My cat had sudden emergency overnight vet treatment, resulting in extraordinary pain and stress for cat ( saddle embolism) and need for my cat to be put down (euthanasia) LV do not cover euthanasia and only cover continued chronic suffering!!

Just had email from LV refusing to pay claim saying that insurance was not in place.

Pet had been continuously insured since 2015 until euthanised in 2022. Bank statements back this up.

LV then said wouldn't pay as pet had pre-existing condition'. Rubbish. Pet had not been diagnosed until near the end.

Call handlers 90% okay but as they all talk from scripts can come across with inappropiate statements.

LV is part of Insurance Factory/Markerstudy Broking.

We have a 7yr old Cockapoo. We have never made a claim yet it goes up every year culminating in us now paying £45 a month resulting in us seriously thinking of quoting at next renew time. Our thoughts are to start banking the money saved to cover any future vet care.

Joined Liverpool Victoria as thought they were a reputable company. Explained my pets previous history no problems

Had to make a claim it’s been six months and it’s still ongoing, my vet is very patient but they are playing every insurance trick in the book to not pay out apart from rejecting the claim as they have no grounds. Rip off I will not give up! Stay clear. I only left my previous insurer due to the massive price increase wish I hadn’t now.

Took out Lifetime policy with zero voluntary excess almost 1 yr ago with £8k claim limit, due to competitive policy pricing ,Made our first ever claim due to a stomach bug with our dog resulting in him having to stay for a couple of nights at vets hence an £800 bill .Had to wait a few weeks for payment after paying vet direct however 100% of claim recd .

Really stressful experience. As a first time customer, they need to track down your pets medical history before paying you, but they don't bother. I rang up five or six times over the course of a few months, and every time they said they would get right on it. Three months later I insisted they get the medical history while I was actively on the phone to them. That's done now, but I haven't even started the actual claim process yet!!

I had to borrow and nearly bankrupt my friends just to keep my cat alive these past months. Please don't use this company. I don't even know if i'll ever see the money they owe me.

Absolutely do NOT use this insurer. Nobody seems to know what they are doing. They sit on claims for an eternity and just when you have been assured your claim is being assessed, lo and behold you receive another text to say there is missing information. When you call to find out what the problem is, you realise you have already provided this piece of information three to four times and the person at the other end of the phone agrees when he/she reads the notes - yet they are still asking you for it!!! The company is very good at constantly apologising but they would need to given the shockingly awful customer experience they provide. As if it is not bad enough to have your pet injured or unwell, but then to be out of pocket for so long and then have to deal with them. Worst customer experience ever.....in any capacity.