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.

This company cancelled my mother in laws insurance with no reason,and did not tell her,she only found out when her dog had an accident and became paralysed, she rang needing scans and surgery for him .They promised numerous times that they may reinstate the insurance as it was their mistake and the bank confirmed the direct debit was still open they just stopped taking the monthly payments, after a week of not getting calls back or a decision when she rings daily, her dog is still laying paralysed in pain his bed and without scans and treatment will most probably have to be put to sleep at 4 years old

Try to clam got the run around Saying not got any info Asked about a clam Would not pay out said due to illness From before that never ever clamed Steer clear off them Use tescos

My dog was insured with them for 2 years. I initially chose them based on reviews and reasonable monthly cost. This was misleading as after first year premium went up, so should have gone with lifetime cover with another insurer based on 2nd years premium. Had to stay with them second year as cover was still valid for conditions I had claimed for. Only saved for one year and wasn't worth it in long run. Made 3 claims and they paid up within a couple of weeks. I was pleased with the claims service. One claim was paid direct to vet as was in region of £3k. Poor service when I rang to cancel this year due to further premium increase. It was £10 a month more than if I went to them as a new customer! Kept on hold for ages,then girl asked me if new insurers would cover pre-existing conditions, I said 'new insurers won't, but you won't either will you?' She said she couldn't comment on other insurers and lv wouldn't cover the pre-existing conditions! So the question was misleading. Kept on hold again for a good few minutes before she came back and told me she had cancelled the policy. She had a rather poor attitude for customer service staff, abrupt and verging on rude, certainly didn't have a 'here to help' attitude.

Did not pay for op on dog as he had not injured himself after I phoned LV to check he was covered. Vet said they were a nightmare to deal with.

Good insurance until you pet gets old then - policy doubles in price from 250 a year to 500 Needless to say cancelled

I took out LV premier cover in February 2013 to cover our 15 month old cat. Despite not having any claims this years renewal price was nigh on 20% higher which I thought was excessive in the current financial climate. I pointed this out to them but to no avail. To reduce the cost I decided to go with their lower level of cover. I was then shocked to find that they class this as a new policy, and as such it would be subject to the standard 14 day no cover clause. This really annoyed me so I asked to speak to a manager. I was promised a call from one within 24 hours but it never came. I E mailed a complaint asking why the premium had gone up so much and they didn`t answer that either. I am disgusted with them!.

I only had this insurance for a year for a very competitive price then my dog had cruciate leg injury, customer service excellent, paid out promptly for specialist surgery. My other dogs insurance hammered me after a small claim, LV say it goes on breed not claim also they compare vet bills if a vet overcharges to much they query the bill and may not pay it if all pet Insurances do this it may keep premiums down.

I took out the basic LV 'Essential' policy for my little cross breed of unknown parentage other than 'real cute'. No history for the dog, she was originally a resuce and approx 5 years old when I inherited her following the sudden death of her owner. She's now 8 years old and over the last year has suffered from a distressing digestive complaint. Local vet investigated to best of ability and LV promptly paid for said investigations and treatment. Unfortunately the condition worsened and dog was referred for specialist treatment to the Dick Vet in Edinburgh. We went along for a scan and I was shocked when she hospitalised the same day pending further investigations. In summary both the Dick Vet and LV were fantastic. A quick phone call to LV on the day of the scan, from a rather distressed owner, was all that was required, thereafter they liaised directly with the vet. The treatment came to just over £1,000 and I paid £87. Well worth it, can't recommend them highly enough. I accept the condition won't be included in the renewed policy but one can't complain. Excellent value for money, prompt and sympathetic service, one very happy customer.

I took out insurance with L & V for my two dogs as they were good value for money as premiums were so high with other insurers. Four months along my older pet became ill with a life threatening blood disorder and it was touch and go. She was an inpatient for 5 days and needed lots of treatment. Thank goodness for insurance as the bill was very high although the vets were fantastic and fought to save her. She is now recovering in spite of the odds and L & V have paid me up to date without a quibble. I would recommend them to anyone. Knowing her vet bills were covered was a great comfort in a distressing time.

I recently made a claim when my dog injured his leg, once LV had received my forms one from an emergency vet and one from his own vet, I had both cheques within the week. I found them to be very quick and efficient and helpful when I phoned to check that they had the forms, and I am very impressed with the speed that they processed the claims.