Virgin Pet Insurance

have insured my dogs with virgin pet insurance for 8+ years

needed to make a claim as one of dogs fell ill on a weekend

and had to be admitted to emergency vets

dutifully returned claim forms after waiting three weeks for said forms to eventually arrive

one month later from confirmation of reciept of claim forms still no cheque

anyone who insures there pets with this second rate outfit must have rocks in there head (me included) something i will be rectifying shortly please please please avoid like the plage

After paying in for a virgin pet insurance policy for 5 years I put in my first claim. After 3 different vets failing to deal with my dogs ear condition other than drops and ear cleaning I was finally offered ear syringing. After 5 years of paying for my dog, his ears became so bad that this was the only option. Having never claimed I decided to claim. I would of been better off putting my monthly fee into a savings account!! As his ear condition was ongoing (flared up normally in the spring) they refused to pay. I feel let down and diddled that they were happy to take my hard earned cash each month and when my dogs condition got a an amount worth claiming (as you have to pay £80 excess) they refused. My policy has now been promptly cancelled. Will never use them or recommend them!!!

My cat had an abscess in it's mouth and had to have three teeth removed to get to it. Despite a letter from the vet to Virgin stating this was not a dental procedure (as standard dental work isn't covered), but a necessity to drain the abscess, they refused to pay as teeth were involved. Charlatans.

We had our border colli insured with another company up until she was 8. We then moved to virgin and the service was excellent. We had several claims when our dog was between the ages of 8 and 14 and lately they have paid out on all sorts of ops and hydrotheraspy. We did pay 20% excess plus £80.00 for each new claim but we were able to claim back on everything. We did also pay top cover but i wouldnt hesitate to buy a policy with them again if we get another dog. There service was excellent and the cheques arrived quickly

i really wanted to give them no star rating but site didn't want it left blank ,I have made a claim just over a year not paying out saying a preexisting condition ,intestinal probelm upset stomach january ,I had made changes with my dogs food got nurses advice and my dog stomach clear up quickly a diarrhoea and after nine months septmber my dog developed lymphantasia and insurance who ever they are my policy with vigin took out in march same year ,they won't pay out saying it relating to diarrhoea in January .vet wrote wrong information in notes insurance direct line virgin all part of same company. i had changed from churchhill in march ,if it was a preexisting condition would n't I have changed not .October 2011 to now been to specialist scan tabltes atopica predisole steroids metronizadole, scans test dog weight was 32kg dropped to 20 in a few months there was no weight lost when they are saying she had the same condition ,when i spoke to a person from virgin they are saying started years ago with weight two kgram difference all dogs lose weight summer winter what are they talking about.

taken vet to rv complaints on notes wrongly written no good.

taken to financial ombudsman at adjudcator stage about SIX months now

VET SPECIALIST HAS EXPLAINED HE CAN'T SEE THAT THIS IS SAME CONDITION ADJUCTOR AGREEING WITH VET.two ocassion insurance company came back with not wanting to pay . and now awaiting they have missed their deadline they should have responded what is there delay and now will have to go on wait another 15 months when it goes to financial ombudsman all waiting time 4000 pounds lost count never ending specialiist amazing and my little doberman amazing fighting this awful illness but doing well thankfully still on tabltes . why do we trust these companies virgin money richard branson wake up and have a conscience.

I took out Pet insurance with Virgin at the start of this year for my dog Holly who is now 8 years old. She had been insureed for the previous 7 years by the same company and I had made 2 claims in that time without any problem. then along came Virgin with e-mails and texts with what looked like attractive rates and conditions. I committed to the policy, although like most of us we probably do not read the small print. holly was diagnosed with arthritis in the right hip 3 years ago, and although has been progressive, it did not give case for concern...Now she has had major surgery to a right hip replacement last month costing over £5000. when submitting the claim to Virgin, they asked for her medical records to be sent to them and they noticed the hip arthritis back in 2008....no its a pre-exisitng condition so they won't pay-up!!!!. Does the pre-existing condition have to relate to the claim?. If she was blind and had a hip replacment whihc is not related then Virgin would still not pay-up. At the time of entering into thsi contract, rather than grap your money immmediatley, they should have asked for my dogs medical records immediatley and then said "sorry we cannot cover you" .Then we could have cancelled and looked elsewhere. Virgin have so many exlusions in their policies that unless you dogs is 2-3 years old and has NO illness at all, don't bother trying to cover your dog with them

Have insured my dogs with Virgin Pet Insurance for nearly five years and one has a life long illness which I have been able to claim back every penny. Excellent service received from them each time I claim. Can not find fault.

Virgin pet insurance only covers you for 1 year so if your dog has a life long condition they arnt covered after 12 months. Do not use as they are not good

I took out Virgin Pet Insurance Extra as I though it would provide full cover for my 2 new kittens. At the time it seemed like a very competitive quote. Unfortunately our tom kitten suddenly died this morning, so I contacted Virgin to see if there was anything that I needed to do before laying him to rest. They advised me that I could not claim as Virgin do not pay out for death as a result of illness. I argued that the cat had not been ill, he was only 8 months old and had suddenly dropped dead whilst playing with his sister, but they kept insisting that they only covered accidental death (which apparently needs to involve a car or similar!). Needless to say I am absolutely gob-smacked. I could have done without having to speak to them at all, but had noticed that their policy made mention of the possible need for a post mortem, so I thought it best to phone them before we did anything with his body. I have now cancelled his sister's policy as well and will be insuring her with another company.

This is an awful approach considering the circumstances under which people are having to contact them in the first place.

Firstly, I applied for 3 Virgin Pet Insurance policies online, and at the end of each, Virgin's website gave out an error message saying that a technical fault had stopped them finalising the policy online. As a result I had to call them to confirm the 3 policies required. 3 days passed and I received 6 policies in the post, together with 6 direct debit mandates that had already been set up with my bank. They cancelled 3 of the policies, and therefore we were all set to go. We couldn't have been further from the truth. Sadly one of our cats never returned home one day and his policy was cancelled. Even more tragic, our 2nd cat died of a horrific rare illness - she only reached 9 months old, and therefore that policy was cancelled upon her death following a claim. That left us with 1 cat and 1 policy. Approximately 6 months later Barney became ill, and we went to claim against his policy. After calling Virgin 3 times for a claim form, 1 month passed and we still hadn't received it. We eventually got to the bottom of it, and it was because Virgin had in fact cancelled Barney's policy, instead of Tiffany's who died. 1 month later that policy had expired, and given the issues with Barney's policy, we assured Virgin that his policy would not be renewed. Virgin and I parted - well that's what we thought! To my horror, 4 months later U received a call from Virgin at work asking me to renew Tiffany's policy (the cat that died) and Barney's. My heart sank! I said no thank you and told them in future to check their notes on the computer system. On that same day, I checked my bank statement online and noticed that Virgin had been taking money from my account for Tiffany for over 3 months. I went absolutely ballistic and called them straight away. They assured me that a cheque would be sent to cover the money they had taken. Furthermore, the following day I received 2 policies in the post for Tiffany and Barney, both headed "many thanks for taking out Virgin pet insurance". I couldn't believe my eyes. Again, I called Virgin and they assured me that all policies had been cancelled, and therefore I would not experience any more problems. Then 2 days later I received another 2 new policies for Tiffany and Barney. By this time I was on the verge of a nervous breakdown, as it brought all the horrific memories back of Tiffany passing away in my arms of pemphigas and cancer of the thermus gland. I cried on the phone to Virgin, begging them to stop this, and to let me lay Tiffany to rest! I still await my refund from them, and I am now in the process of taking my claim to the financial ombudsman.