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.
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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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Respuesta de 4Paws Pet Insurance
Good morning Claire
Really pleased to hear this - thank you for your feedback!
It’s great to know you felt you received really great help and advice; that’s exactly what we aim for every time.
If you need us again, we are here!
Thanks
Lauren
Pet Claims Assessment Team Leader
Excellent service no issues with my…
Excellent service no issues with my ongoing claim very happy with the product
21 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Good morning Mr Alexander
Thank you so much for your lovely feedback!
I’m really pleased to hear everything has run smoothly with your ongoing claim and that you’re happy with your cover.
Should you need us in the future, please do reach out.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Respuesta de 4Paws Pet Insurance
Good afternoon,
Thank you so much for the 5‑star review!
I’m really pleased you found the process quick and easy and that your
claim was fully paid.
Should you need us again in the future, please do let us know.
Thanks again
Lauren
Pet Claims Assessment Team Leader
Did not even get through the quote…
Did not even get through the quote process.As soon as I stated my dogs age,I was told he could not be insured He is 10 I have looked at at least q0 other companies and this company was the only one which turned us down
20 de mayo de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon,
Thank you for your feedback and I’m really sorry for the disappointing experience you’ve had.
I completely understand how frustrating it must be to be declined purely based on your dog’s age, especially when you’ve been able to obtain quotes from other providers. Our underwriting criteria do include age limits for new policies, which is why we were unfortunately unable to offer cover in this case.
I appreciate that this doesn’t make the outcome any easier, particularly when your pet is such an important part of your family.
Thank you again for taking the time to share this with us - feedback like yours is really valuable in helping us review how we communicate our criteria and improve the experience for customers wherever we can.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Unfortunately had to make a claim for…
Unfortunately had to make a claim for our dog who had a severe UTI. Scans, blood tests, medication and a hefty bill later we received the not so great news that we weren’t covered as it was a pre existing condition.. as our dog had never had a UTI before we were baffled. When we dug into it further, as she’s had a phantom pregnancy a year earlier they stated due to that pre existing condition it could’ve caused a UTI further down the line. I mean clutching at straws. Our vets were gobsmacked and appealed it on our behalf twice after it was refused again and we eventually got paid out. Not really the financial stress and worry you need when paying into pet insurance assuming you’re covered. Needless to say we aren’t renewing and have renewed with another company.
14 de febrero de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning Steph,
Thank you for taking the time to share your experience, and I’m really sorry for the stress and worry you went through at an already difficult time with your dog’s health.
I appreciate how frustrating it must have been to be told the claim was not covered as a pre‑existing condition, particularly where you felt there was no clear link and your dog hadn’t previously had a UTI. I’m also sorry this wasn’t resolved for you at the first point of review and that it took multiple appeals from your vet before the claim was eventually paid. That isn’t the experience we want our customers to have.
Assessing pre‑existing conditions can sometimes involve clinical judgement around potential links between previous and current conditions, but it’s clear from your feedback that our decision‑making and communication caused you additional stress, and for that I apologise.
While I understand you’ve now chosen to insure with another provider, we really do value your feedback and would be happy to review your case again to see if there’s anything we can learn or clarify further. If you’d like us to do that, please contact our team with your policy number and claim reference and we’ll look into it in more detail.
Thanks again for sharing your feedback.
Kind regards
Lauren
Pet Claims Assessment Team Leader
My dog was ill you payed me my money no…
My dog was ill you payed me my money no hassle and very quick. Thank you
13 de mayo de 2026
Respuesta de 4Paws Pet Insurance
Good afternoon
Thank you so much for your lovely feedback - we really appreciate you taking the time to share it.
I’m glad to hear your dog’s claim was handled quickly and without any hassle. We know how stressful it is when a pet is unwell, so it’s good to know we could make things a little easier for you.
Wishing your dog a speedy recovery and all the best going forward.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Initially I was given the green light…
Initially I was given the green light for the procedure needed for my girls care. After I'd paid for it and the forms were sent off I was told it needed to be spilt into 3 different claims. A heart scan . Fair enough. Then although done under one anesthetic and operation the removal of a cancerous tumour and 2 non cancerous lumps had to be split. Causing 2 excesses 2 lots of 12 %. A cost that was extra to budgeted for. Crappie services
2 de marzo de 2026
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you for taking the time to leave your feedback and I’m really sorry for the frustration this has caused.
Under the Terms and Conditions of the Policy, we assess and settle claims on a per‑condition basis. An excess (and the 15%
co‑payment) is applied per condition, per policy year, rather than per invoice or per anaesthetic event.
In Toffee's case there were three separate conditions present - the heart issue, the
cancerous tumour and the two benign lumps - so, even though they were treated under one anaesthetic, we were required to split the treatment and apply the excess and co‑payment to each relevant condition.
I appreciate this can feel unexpected when all the treatment happens at the same time, and I’m sorry this resulted in higher costs than you
had budgeted for. However we do aim to make our Policy Terms and Conditions as clear as possible, so in the event of a claim, you are aware of any costs that are not covered or deducted.
If you’d like us to go through your claim in more detail, please contact our team and we’ll be happy to explain the breakdown and discuss any concerns you have.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Respuesta de 4Paws Pet Insurance
Hi Mr Ramsay
Thank you for your lovely review.
We’re really pleased to hear your first claim was easy and hassle‑free.
If you ever need us again, we’ll be here to help.
Thanks
Lauren
Pet Claims Assessment Team Leader
What out or get ripped off at renewal
Reasonably helpful when needed although never straight forward when making a claim. Then when renewal came the auto system piled up the price by over £200. Then using using a comparison site their premium was significantly lower but still not a good as other providers. I assumed the price the previous year was due to a claim so let the auto renewal run, but I should have checked as this year with anew company I’m paying premium way cheaper than I was with 4paws several years ago
17 de abril de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning Mr Passmore
Thank you for taking the time to share your feedback, and I’m really sorry to hear about your experience - especially that you’ve been left feeling ripped off at renewal, which is absolutely not how we want our customers to feel.
Making a claim should be as clear and straightforward as possible, so I’m disappointed to hear this hasn’t been your experience. We’ll use this feedback to look at how we can make our claims journey easier to understand and less stressful.
On your renewal, I completely understand your frustration at seeing such a large increase, particularly when comparison sites and other providers are offering lower prices. Premiums are based on a number of factors - including claims history, cover level and wider market conditions - but that doesn’t change the fact that we should have made things clearer.
We send your renewal invitation 14 days prior to your renewal date, for you to review and discuss your options before the renewal went through.
I’m also sorry that you felt you had to let the auto-renewal run under the assumption it was purely due to your previous claim. We never want anyone to feel they can’t query or challenge a price with us.
If you’re happy to, we’d really like the chance to review your policy history and the pricing decisions in more detail. Please contact our team with your policy number and details of your review so we can look into this properly and explain what’s happened, as well as learn from it.
Thanks again for taking the time to share your feedback with us.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Good progress information and handled…
Good progress information and handled quickly. This was my first claim on 7.5 year old dog and i hadnt read the small print about 15% deduction for 'old' dogs. Hence sum covered was less than i thought.
11 de abril de 2026
Respuesta de 4Paws Pet Insurance
Hi there
Thank you for taking the time to leave this feedback.
I’m really pleased to hear that you felt the claim was handled quickly and that you received good progress updates. I’m sorry, however, that the 15% co‑payment for older dogs came as a surprise to you and that the amount reimbursed was less than what you expected.
We do include this information in the Policy Terms and Conditions and advise this when you take out your policy; however, can appreciate that this was missed and its come as a shock to you when making a first claim. Your comments are really helpful and we’ll use them to look at how we can make this type of detail clearer upfront.
If you’d like us to go through your policy and the claim breakdown with you in more detail, we’d be very happy to do so.
Kind regards
Craig
Pet Manager
AWFUL AND AGGRESSIVE EXPERIENCE!!!
AWFUL AND AGGRESSIVE EXPERIENCE!!!
I’ve been a loyal customer of this pet insurance company for over 2.5 years, always paying on time and acting in good faith, but my recent experience has been so shocking. I called to inform them of a temporary situation due to a foot injury. I explained that my dog MIGHT possibly be out of my care for up to six months, but this was not confirmed — and in reality, my dog has only been out of my care for a few weeks.
Despite this, the representative I spoke to immediately told me my policy was invalid and that it had to be cancelled. This was based on a hypothetical situation, not the actual facts. He had been out of my care for 2-3 weeks while sorting everything out.
What made this even worse was the way I was treated on the call. The man was aggressive, dismissive, and didn’t allow me to properly explain my situation. There was no empathy or professionalism whatsoever - he literally kept pushing I have to cancel, I have to cancel.
To cancel a policy effective and immediately I’ve held and paid into for over 2.5 years based on an assumption is completely unreasonable and unfair. This should be illegal, and I'll be writing a complaint to the Financial Ombudsman.
I would strongly caution others when dealing with this company, particularly if you ever need support or flexibility — this experience has been incredibly stressful and disappointing.
13 de abril de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Hi Danielle,
I’m so sorry to read about your recent experience and how it has made you feel - especially after being with us for over 2.5 years.
This is absolutely not the level of care, empathy or professionalism we want any of our customers to receive.
Thank you for taking the time to share what happened. I completely understand how upsetting and stressful this must have been for you, particularly when you were just trying to explain a temporary change in your circumstances.
I want to reassure you that we will take your feedback extremely seriously. I will arrange for a full investigation into the call you’ve described, including how the conversation was handled and the decision that was communicated to you. We will review the call recording, the notes on your policy and the actions taken, to understand exactly what has happened and where we have fallen short.
Once this investigation is complete, we will come back to you with a detailed response and next steps.
In the meantime, I’m very sorry that this has been your experience with us - it is not the standard we aim to provide, and I appreciate you giving us the opportunity to look into this properly.
If you’d like to discuss this further or share any additional details, please feel free to contact us and we’ll be more than happy to help.
Kind regards,
Lauren
Pet Claims Assessment Team Leader
Very efficient and always available.
Very efficient and always available to help with any queries. Very good communication with veterinary specialists.
4 de febrero de 2026
Respuesta de 4Paws Pet Insurance
Good morning,
We're happy to hear that you found our team efficient and on hand to help when you needed us. We aim to provide all of our wonderful clients and their veterinary practices with the very best service.
We hope Molly is doing well and should you ever need anything else please do reach out.
Kind regards
Chloe
Pet claims assessment supervisor
Claim was efficiently processed
Claim was efficiently processed. With great communication
31 de marzo de 2026
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you so much for this 5-star review! We're happy to hear that our claim process was efficient and the communication was great.
Thank you again for your positive feedback and your time, we hope Luna is recovering well.
Kind regards
Chloe
Pet claims assessment supervisor
Great help with my cat and his pre…
Great help with my cat and his pre approval for investigation and treatment up to the value of £1,171,00 for his heart
30 de marzo de 2026
Respuesta de 4Paws Pet Insurance
Hi Abbigale,
Thank you for taking the time to leave a review.
We're happy to hear that we could assist with Poncho's pre-authorisation for investigation and treatment.
We hope everything goes well and if you need anything else please do not hesitate to reach out.
Kind regards
Chloe
Pet claims assessment supervisor
Fantastic!
I was initially sceptical about choosing a smaller insurance company, but I’m very glad I did. After a recent vet claim, 4Paws handled everything quickly and smoothly (from the first enquiry to payout in around a week) keeping me updated every step of the way. Their personal service really sets them apart from larger insurers. I would highly recommend them.
18 de marzo de 2026
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you so much for leaving this 5-star review! We appreciate you sharing your experience.
We're happy to hear that our service exceeded your expectations and that your claim was handled quickly and efficiently.
It's great to know our personal approach made a difference. Thanks for recommending us!
Kind regards
Chloe
Pet claims assessment supervisor
Helpful telephone support
Helpful telephone support, and claim was settled in a timely manner
3 de febrero de 2026
Respuesta de 4Paws Pet Insurance
Good morning Zena,
Thank you so much for taking the time to give us this amazing 5-star review!
We are super happy to read you found our team helpful and supportive, we aim to provide all our wonderful customers with the very best service in their time of need.
We hope Mabel had a speedy recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Sympathetic and Helpful - No Fuss !
Unfortunately, our little angel was diagnosed with Lymphoma and she passed away. I hope no one goes through this pain. During this difficult time, we never had to worry about chasing 4Paws - they made sure our focus was on our little angel. Everything was extremely smooth and communication from them was excellent. All hospitalisation and treatment were covered without any fuss. I would strongly recommend them !
8 de enero de 2026
Respuesta de 4Paws Pet Insurance
Good afternoon Mrs Gupta,
Thank you for taking the time to share your experience.
We are so very sorry for the loss of your little angel Rui and can only imagine how difficult this must have been for you.
We’re truly pleased to hear that, during such a heartbreaking time, we were able to make things a little easier and allow you to focus on what mattered most.
It means a great deal to know that you found the process smooth, our communication helpful, and that your claim was handled without any unnecessary worry.
Thank you again for your kind words and recommendation, I will be sure to pass it onto the team.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Respuesta de 4Paws Pet Insurance
Good afternoon Thomas
Thank you for your kind feedback.
We’re so pleased to hear you found us easy to deal with and that you received a swift service when making your claim.
We really appreciate you taking the time to share your experience.
Should you need us again in the future, please do get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
We have been with you for years and
We have been with you for years and, to be fair, barely claimed anything. Then my dog had to have surgery, our policy number was nor recognised, which gave me a panic.... But, all was good.
Then she got ill again, firstly you sent me a letter saying' we are sorry you lost her, i can assure you she is very much alive and then denued being sent the claim, which my vet had sent.
You did pay tbe majority of the amount but... What a faff
15 de noviembre de 2025
Respuesta de 4Paws Pet Insurance
Hi there,
Thank you for your feedback, and I am sorry to hear this claim journey felt frustrating, especially at what was clearly a very worrying time for you.
We do aim to process all claims within 10 working days, provided we have received all the information needed to assess them. In this case, we were able to see that some information was missing, which did delay the claim being processed. Once all of the required information had been received, both claims were processed within a reasonable timeframe.
I also appreciate your comments regarding the claim form and the communication you received. I am afraid I cannot comment on external processes or why the claim form had not been received when expected, however I can confirm that once all information was with us, the claims were reviewed and settled as promptly as possible.
I am also sorry for the upset caused by the letter you mentioned. I completely understand why that would have been distressing, and I appreciate you bringing this to our attention.
Thank you again for taking the time to share your experience and for being a long-standing customer.
Kind regards
Lauren
Pet Claims Assessment Team Leader
The process to make and receive a claim…
The process to make and receive a claim was straightforward and relatively rapid.
6 de marzo de 2026
Respuesta de 4Paws Pet Insurance
Good morning Terry
Thank you for your lovely feedback.
We’re really pleased to hear you found the process of making and receiving a claim straightforward and relatively quick.
We appreciate you taking the time to share your experience.
Should you need us in the future, we are here for you and Bella.
Kind regards
Lauren
Pet Claims Assessment Team Leader
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