Cancelled insurance 2 days before renewal date. They decided to take payment anyway. They then promised a refund within 10 working days. 15 working days later and no refund. I call and they tell m... Ver más
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Consulta las opiniones de los clientes
Excellent helpful company claim paid so quickly and texts sent to me updating progress 5 stars best insurance company i have dealt with 00
La empresa ha respondido
I recently had to use my insurance on my younger dog so I was so glad I took out insurance on her. I studied hard the type of policy I wanted and felt would be best tailored to cover her and am more t... Ver más
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When Indiana Bones (Indy) came into our lives, Pet insurance was something we took very seriously. 4 Paws was our insurer of choice, not only because of the cost, but also the additional services pro... Ver más
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Información sobre la empresa
Sobre 4Paws Pet Insurance
Escrito por la empresa
Like you, we love our pets, which is why we’ve created a comprehensive range of products providing you and your pet with different levels of cover to suit every budget.
We pride ourselves on our 5 Star Defaqto rated policies and have been awarded the Feefo Platinum Service award for customer excellence for the 4th year in a row with a customer service rating is 4.6/5 from over 3800 reviews.
We go the extra mile and offer our policyholders unlimited free 24/7 video consultations with a registered vet through the FirstVet app.
Our claims are settled in house by our experienced and compassionate UK based advisors. Cover can start from as early as six weeks old and payments can be paid directly to your vet if required.
Find out more about 4Paws Pet Insurance and discover why we’re rated ‘Excellent’ on Trustpilot.
visit the website
Información de contacto
59 Copthall Bridge, Station Parade, HG1 1TT, Harrogate, Reino Unido
- 01423535040
- petclaims@4paws.co.uk
- 4paws.co.uk
3,9
Muy bueno
788 opiniones
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Unacceptable rise in premium
My dog was insured for 8 years on a “for Life” plan and I found the Claims staff really helpful when I needed to make a claim. My dog is now over 9 years and last year needed a heart scan prior to dental treatment. Although the claim was handled efficiently, my monthly premium has risen from £114 per month to £285 per month, which is unaffordable. I have not renewed my policy, hence 4 stars.
8 de agosto de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Hi Lorna,
Thank you for taking the time to leave this review and for insuring your dog with us for so many years. I’m really pleased to hear you found our claims team helpful and that your claim for the heart scan was handled efficiently.
I’m genuinely sorry to hear that the recent increase in your premium has made the policy unaffordable, especially after such a long period of cover.
I completely understand how upsetting and frustrating that must feel.
With lifetime policies, premiums can increase over time for several reasons - including your pet’s age, any ongoing or significant medical history, and the rising cost of veterinary treatment in general.
The aim is to make sure we can continue to provide cover for existing and future conditions for the lifetime of your pet. However, I absolutely recognise that in your case the jump from £114 to £285 per month is very large and has clearly had a big impact.
I’m sorry we didn’t manage to find a way to keep you with us this year. If you would be open to it, we’d be happy to review your options - for example, looking at different excesses or cover levels to see if there is anything that could make the policy more manageable for you, while still keeping your dog protected.
If you’d like to discuss this further, please contact our Sales and Renewals team with your policy details and we’ll be more than happy to go through everything with you in detail.
Thank you again for your feedback, and for trusting us with your dog’s cover over the past 8 years.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Price has more than doubled this year…
Price has more than doubled this year out of nowhere after being with them for my dog for 8 years. I am so upset, disappointed and I feel very much betrayed from this huge price jump.
They know how hard it is to swap pet insurance due to the not-covering-pre-existing-conditions rule everywhere so we are now stuck with trying to find the extra money from somewhere for our beloved dog.
I know this review will have some generic response from them (it’s to do with your pets age, breed, claims, etc.) pretending they can do something or that they care but we already contacted them about this and they did not care at all. Very disappointing.
14 de agosto de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Hi there,
Thank you for taking the time to share this, and I’m genuinely sorry that you’ve been left feeling upset, disappointed and betrayed - that is absolutely not how we want any of our long-standing customers to feel, especially after 8 years with us.
A premium increase of the size you’ve described is significant, and we completely understand how worrying and frustrating that is, particularly when you feel you have limited options due to pre-existing conditions. We never want anyone to feel “stuck” or that their loyalty and care for their pet are being taken advantage of.
You’re right that we often talk about things like age, breed, claims history and the increasing cost of veterinary treatment as key factors in pricing - and while those are genuine reasons behind changes, I appreciate that this can sound very generic and impersonal when you’re facing a real impact on your monthly budget.
I’m really sorry that when you previously contacted us you felt we didn’t care or weren’t able to support you. That’s not the experience we want you to have, and I’m disappointed we’ve left you feeling that way.
We would really like the chance to look at your policy in detail and talk this through properly with you - not just to repeat the same explanation, but to:
Go through exactly what has changed on your policy and why.
Check whether there are any alternative cover or excess options that might help bring the cost down while still protecting your dog.
Make sure you fully understand all of your options, so you can make the best decision for you and your pet.
As this is a public forum, I can’t discuss specific policy details here, but if you’re willing, please contact us directly so we can review this with you:
By phone: 01423 535040
Or by email: Petclaims@4paws.co.uk with your policy number and a brief note referencing this review.
If you prefer, you can also send us a private message with your details and we’ll arrange for a member of the team to contact you.
We genuinely do care about doing the right thing for our customers and their pets, and I’m sorry that hasn’t come across in your recent experience.
Thank you again for your feedback - it helps us understand where we need to do better, both in how we explain things and in how we support loyal customers like you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Massive increase in premiums this year
Massive increase in premiums this year, doubled this year after a 70%+ increase last year, now over £3000 per year! The experience with 4Paws with a previous dog 10 years ago was much different which is why we insured with them and now regretting our decision. Claims are also not paid out as promptly and one was rejected until I made a complaint.
They were taken over 2 years ago and this appears to have led to huge premium increases and poorer service. It feels like a rip off company now.
15 de julio de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon Simon,
Thank you very much for your feedback and for taking the time to contact us.
I completely appreciate that premium increases can be frustrating, and I’m sorry we’ve not been able to offer a cheaper renewal on this occasion. When calculating premiums, we consider a number of factors, including your pet’s age, breed and any previous claims. This helps us ensure that premiums are set as fairly as possible, based on the level of risk your pet represents for the upcoming year.
I can see that we have discussed this with you previously; however, if you would like to talk this through in more detail or have any further concerns, please don’t hesitate to contact us on 01423 535040 and we will do all we can to help.
Kind regards
Daniel
4Paws Sales and Renewals Team
Thank you Craig!
I want to give a huge thank you to Craig for the outstanding support he gave me with my claim. He was absolutely amazing from start to finish—patient, kind, understanding, and genuinely committed to helping me.
As someone who is neurodivergent, communication can often be difficult and overwhelming. Craig's approach made such a significant difference. He took the time to listen, explained everything clearly, and never made me feel rushed or misunderstood. His empathy, professionalism, and willingness to go the extra mile turned what could have been a very stressful experience into one that felt manageable and reassuring.
This is the kind of customer service that truly changes someone's experience. Craig is a real credit to the company, and I sincerely hope his exceptional work is recognised.
Thank you again, Craig. Your support meant more than you probably realise.
23 de julio de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon
Thank you so much for taking the time to share this lovely feedback.
I’m really pleased to hear how well Craig supported you throughout your claim, and that his patience, clear communication and empathy helped make a difficult situation feel more manageable for you.
We know how important it is to communicate in a way that feels accessible and reassuring, especially when things can be overwhelming, and I’m glad Craig was able to provide that for you.
Your comments mean a great deal, and we will be formally sharing this feedback with Craig and recognising his fantastic work. He is indeed a real credit to the team.
Thank you again for your kind words - we really do appreciate them, and we’re glad we were able to support you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Respuesta de 4Paws Pet Insurance
Hi Fiona,
Thank you so much for your 5-star review.
We’re really pleased to hear you found the team friendly and that we showed care for Lucy.
I’m glad the payment was processed quickly for you.
Wishing Lucy a smooth and speedy recovery.
Kind regards
Chloe
Pet Claims Assessment Supervisor
Very quick and responsive and payment…
Very quick and responsive and payment made without hassle.
5 de junio de 2026
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you so much for your 5-star review.
We're delighted to hear that found us responsive and the payment process met your expectations.
We hope Tyson is recovering well.
Thank you for your wonderful feedback!
Kind regards
Chloe
Pet Claims Assessment Supervisor
Fantastic Pet insurer
When Indiana Bones (Indy) came into our lives, Pet insurance was something we took very seriously. 4 Paws was our insurer of choice, not only because of the cost, but also the additional services provided like an on call vet for instance. We have had a myriad of claims, and 4 paws has been right by our side all the way through, without a quibble, they have offered fantastic service throughout.
many thanks 4 Paws brilliant Pet insurer.
13 de julio de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning Mr Burns
Thank you so much for taking the time to share this lovely feedback about Indy and your experience with us.
We know how important it is to feel fully supported when it comes to your pet’s health, so it’s great to hear that both our cover and services - including the on‑call vet - have been helpful for you.
We really appreciate your loyalty and are delighted to have been able to support you through your various claims without any hassle.
Thank you again for choosing 4Paws to look after Indy - it’s a pleasure to be your pet insurer.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Always good communication when having…
Always good communication when having to make a claim
13 de abril de 2026
Respuesta de 4Paws Pet Insurance
Good morning
Thank you so much for your feedback. We really appreciate you taking the time to share this, and it’s great to hear you’ve found our
communication consistently good when making a claim.
Should you need us in the future, please do reach out.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Used to be great but terrible now
Used to be great but now they cause issues for existing customers. My cat was on a lifetime policy, was covered for a condition and then suddenly they refused as it was “pre-existing” and they shouldn’t have covered it before. Will so absolutely anything to not pay a penny and will up the price every single year, regardless of a condition or not. Just a shame I can’t leave as my other cat has luckily been covered since birth
26 de junio de 2026
Respuesta de 4Paws Pet Insurance
Good afternoon Paige,
I’m really sorry to hear how disappointed you feel, and I completely understand your concern, especially when you’ve been with us for a long time and are trying to do the best for your cats.
All our terms and conditions are set out clearly in the policy documents, including how we treat pre‑existing conditions.
Unfortunately, anything that first occurred or showed clinical signs before the policy start date (or within any relevant deferment period) is not covered, and I can see this is what applied in your case.
I can confirm that applying a pre‑existing exclusion in this way is standard across the pet insurance industry, not something unique to us.
We are truly sorry you are unhappy with our service and we hope we are able to rebuild your trust in the near future.
Thanks again for taking the time to leave us this review.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Honestly don't bother with this company…
Honestly don't bother with this company there sales staff don't know what there selling and they don't cover what they say. I was refused a payout for my rabbits teeth that will be a life long condition. So I called there bluff went to set a new policy up and specifically asked if this was covered. The salesman said yes of course. The website also said it was. When I said to him that's funny cos I've just been refused a claim for it. Oh you should have heard him stutter. He had to pass me on to someone higher who also didn't know. Had the complaints team email me who also decided to fob me off with once you take the policy out it's in the ts and cs. So be aware what they say and what they mean are two different things. Don't want anybody getting caught out thinking there covered then end up with a big bill. No one cares about the animals it's all money
Thanks but no thanks
Neil proffitt
25 de junio de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning Mr Proffitt
Thank you for taking the time to leave us this review.
I’m really sorry to hear about your experience and that we weren’t able to help with your rabbit’s dental condition.
I completely understand how upsetting and frustrating this must feel, especially when you’re trying to do the right thing for your pet.
All our policies include dental cover for accidents and illnesses, and we explain this when we set up a policy. However, whether we can contribute towards dental treatment costs depends on a few conditions.
To be eligible, your pet must have had regular annual dental checks, any vet advice must have been followed, the treatment must be medically necessary, and it must not relate to a pre‑existing condition.
When setting up a new policy, any conditions your pet has already had before the policy starts are deemed pre‑existing and are not covered.
Please also note that our dental cover does not include routine procedures such as scaling and polishing, or rasping and burring.
I’m concerned to hear the feedback about the information you were given when you called us, as our advisers should always provide clear and accurate guidance that matches the policy terms and conditions.
We take this kind of comment very seriously and will use it to review the advice given and identify any training needs.
If you’re happy to do so, please contact our team directly with your policy number and claim reference so we can look into your case in more detail, review what was discussed on your calls, and provide you with a full explanation.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Excellent experience
Our insurance claim claim for our little dog went very quickly and smoothly 4PAWS delt directly with our vet which was brilliant for us.
26 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you so much for your lovely feedback.
I’m really pleased to hear your claim for Lottie was handled quickly and smoothly, and that dealing directly with your vet made things easier for you. That’s exactly the experience we want to provide.
We hope Lottie has made a full recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Good service
Following the death of our pet we made two claims with 4paws. Their processes have been easy and straightforward which made this difficult time a little easier. The advisors we dealt with have been sympathetic, helpful and professional. 4paws company dealt with both claims in a prompt manner and paid out in full without delay.
8 de mayo de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you so much, Paul, for taking the time to leave this review -
especially after such a sad loss.
We are truly sorry to hear about your pet, and we really appreciate
you sharing your experience at what we know is a very difficult time.
It means a great deal to us to know that our claims process and the advisors you spoke with were able to make things even a little bit easier, and that your claims were handled promptly and in full.
If you ever need anything else or have any questions in the future,
we’re always here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
know that this company is protecting my pet & offering the support we need
the support & protection of our pet great service
20 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Good afternoon Mrs Cox
Thank you so much for your lovely review.
We’re really pleased to hear you feel your pet is well protected and that you’re getting the support you need. Providing great service and peace of mind at what can be a worrying time is exactly what we aim for.
If you ever need anything, we’re always here to help.
Kind Regards
Lauren
Pet Claims Assessment Team Leader
You were amazing
You were amazing! Thank you so much for sorting out my claim so quickly. My dog is my world and I would be so lost without her so, having good insurance means a lot. 4 Paws is an outstanding company and one you can absolutely rely on. I would recommend it to anyone
22 de abril de 2026
Respuesta de 4Paws Pet Insurance
Hi Mrs Hill,
Thank you so much for your lovely feedback.
I’m really pleased we were able to get your claim sorted quickly for you - we know how much our pets mean to us, and it’s important that you feel supported at what can be a very worrying time.
It’s wonderful to hear that you feel you can rely on 4 Paws and that you would recommend us - that really does mean a lot.
If you ever need anything else, please don’t hesitate to get in touch.
Thanks
Lauren
Pet Claims Assessment Team Leader
All went smoothly and nice
31 de marzo de 2026
Respuesta de 4Paws Pet Insurance
Good afternoon,
Thank you so much for taking the time to leave us your review on your recent claims service.
We pride ourselves on providing all our wonderful customers with the very best service, especially when they need us the most.
We hope Burbon is recovering well.
Kind regards
Chloe
Pet claims assessment supervisor
Very helpful customer service person
28 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Hi there,
Thank you so much for your lovely feedback!
I’m really pleased to hear you found our customer service team very helpful. We really appreciate you taking the time to leave a review.
If you need us again, please do reach out.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Respuesta de 4Paws Pet Insurance
Good morning Mrs Wyatt,
Thank you so much for taking the time to leave us a review.
We really appreciate your positive feedback and are delighted to hear that you’ve had a very good experience with us.
Our aim is always to make things as straightforward and supportive as possible for our customers and their pets, so it’s great to know we’re getting it right.
If you ever need anything in future, or if there’s anything we could do to make your experience even better, please don’t hesitate to get in touch.
Thanks again for your kind comments and for choosing us.
Kind regards
Lauren
Pet Claims Assessment Team Leader
For the past 3 months my dog has been…
For the past 3 months my dog has been having trouble with his ears. 4pets have given me great service and contacted me throughout the process.
28 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Good morning Jenny,
Thank you so much for your feedback.
I’m really sorry to hear your dog has been having ongoing trouble with his ears, but I’m pleased to know the 4pets team have been able to support you and keep you updated throughout.
If there’s anything more we can do to help, or if his condition changes, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Great customer services
Great customer services.
Easy to complete claims form with speedy payment.
1 de abril de 2026
Respuesta de 4Paws Pet Insurance
Good afternoon,
Wow, thank you for such a fantastic review!
We’re delighted you found our customer service great, the claims form easy to complete, and your payment nice and speedy.
Your feedback really means a lot to us and it’s exactly the experience we aim to deliver every time.
Have a great weekend!
Kind regards
Lauren
Pet Claims Assessment Team Leader
This is the second time I have needed…
This is the second time I have needed to claim, both times I have been very impressed with the telephone advice and the speed of the claim being completed. Would definitely recommend 4paws pet insurance.
4 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Good morning Carole
Thank you so much for taking the time to share this.
I’m really glad both of your claims have been handled quickly and that
our telephone support has helped. We really appreciate the
recommendation.
Thanks again, we are always here for you and your fur baby!
Kind regards
Lauren
Pet Claims Assessment Team Leader
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