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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AVOID Terrible insurance .
AVOID Terrible insurance .
I make a claim for may cat gone missing, providing everything they ask for ,everything ok from my side then recive an email telling me that they have an IT issue and the claim can't be processed. After 4 week from the email with the "IT issue" what they can't explain exactly what the issue is, they ask me if I want to put a complaint in, for me to be able to do something else i have to wait another 8 weeks untill the complaint it's complet. An absolutely joke. This company shouldn't be on the market.
For the staff from 4Paws insurance who answer to this review and they can't help because they can't locate the policy here it's my Claim Ref: 57438868.
13 de junio de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon Mr Badelita
Thank you for sharing your feedback, and I’m very sorry to hear about your experience with your recent claim.
I completely understand how frustrating and upsetting this situation must be, especially given the circumstances with your missing cat and the delays caused by the IT issue.
Please accept our sincere apologies for the inconvenience and lack of clear communication.
I want to assure you that your claim (Ref: 57438868) is being escalated for urgent review and I am in talks with our IT department as we speak.
We are committed to resolving this as quickly as possible and will keep you updated throughout the process.
If you would like to discuss your claim further or need immediate assistance, please contact our customer service team directly, quoting your claim reference.
We genuinely appreciate your patience and are working hard to put things right.
Thank you for bringing this to our attention.
We will be contact shortly with a update for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Terrible
Terrible! Not paying out on claims when perfectly valid. So frustrated and terrible customer service. It doesnt make any sense, so please avoid this company and go elsewhere.
9 de junio de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good Morning,
I am so sorry to hear you are unhappy with your experience with us.
Sadly, I am unable to locate your policy to investigate this further for you.
Please can you call us on 01423 535 040 or email at PetClaims@JigsawInsurance.com and we will do our very best to investigate this for you and provide you with further information.
Kind regards,
Dominika
Senior Pet Claims Handler
expensive renewal…
I had looked at renewal with no past claims, but the renewal cost was substantially more than the current policy. I responded to the renewal notice but the reply was long winded with little substance, they also had an incorrect pet name for my dog. I looked on the compare sites and their prices were much less than what they were quoting for renewal.
30 de mayo de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon,
Thank you for sharing your feedback regarding your recent renewal experience.
I’m sorry to hear about the issues you encountered, including the higher renewal cost, the lack of clarity in our response, and the incorrect pet name on your policy. I also understand your concerns about finding lower prices on comparison sites.
If you would like, I can arrange for a member of our team to review your renewal in detail and address these concerns directly.
Please let me know if you would like us to look into this further or if there is anything else we can do to assist you.
Kind Regards
Lauren
Pet Team Leader
Didn’t like how I was communicated to
Didn’t like the communication. Didn’t like how I was questioned about how I look after my dogs.
17 de abril de 2025
Respuesta de 4Paws Pet Insurance
Good morning Melanie,
Thank you for taking the time to share your feedback with us. I am sorry to hear that you are unhappy with the information we requested regarding your claim for Pickles.
Please be assured that, depending on the nature of the claim, we sometimes require additional information.
I apologise if it felt as though we were questioning how you care for Pickles, as that was never our intention.
If you wish to discuss this further please do not hesitate to contact us.
We hope Pickles is recovering well.
Kind regards,
Chloe
Pet Claims Assessment Supervisor
Terrible insurance policies
I've submitted 2 insurance claims for my rabbits only to have both denied because they consider them "on going health needs".
They aren't.
GI statis isn't a chronic health condition.
Terrible customer service and appeals process. Cancelled my policy and am now out of pocket roughly £500.
21 de mayo de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Hi there,
Thank you for sharing your feedback, and I’m sorry to hear about your experience with your recent claims and the appeals process.
I understand how frustrating it must be to have your claims denied and to feel unsupported.
I must confirm that we assess all of our claims in line with our Policy Terms and Conditions to ensure this is done fairly. However I appreciate your concerns regarding how your claims were assessed and without your Policy details, I am unable to comment on the reasons for the decline specifically.
However, if you would like us to review your case again or provide further clarification on the decision, please let us know.
We are committed to ensuring our customers feel heard and supported, and we would be happy to look into this further for you. If you have any additional information or documentation you would like us to consider, please send it through.
I am sorry to hear you are no longer with us but, I thank you for bringing this to our attention.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid like the plague
Their claims process is manual and outdated. Having to print and physically complete a claims form in 2025 is just insanely lazy and incompetent from all who run the group. They're also shockingly poor value for money. I got offered 5x the coverage for £2 a month less than they offered once I shopped around.
The form is also incredibly poorly worded and unclear. They made a payment directly to my vet instead of me claiming I had approved it on my form. Having reviewed the form, however, there was no wording indicating where a payment should be sent, only two check boxes underneath a request for permission to contact the vet directly for information. This clearly reads as a request as to confirm whether the information requests can go directly to the vet or if they need to go via you as the payee.
Avoid like the plague. Speaking to the team to resolve they were absolute bellends.
15 de mayo de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon Michael
We understand your frustration with the claims process and the overall value proposition. It's clear that your experience hasn't met your expectations, and we sincerely apologize for the inconvenience and disappointment this has caused.
We appreciate you taking the time to share your feedback, and we'll use it to improve our services. We understand the importance of a smooth and efficient claims process, and we're committed to making improvements to ensure a better experience for our customers. We're also actively reviewing our pricing and coverage options to ensure we remain competitive in the market.
I have listened to the calls you had with my team. While I understand and appreciate that you are frustrated, I can assure you that my team attempted to explain the reason for the payment to the vets so they could resolve the issue for you.
It is clear that you feel an error has occurred, so we have raised a complaint and our complaints team will investigate this fully and get back to you. In the meantime, I kindly ask that you remain respectful to the team as we work to resolve this issue for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Scam Insurance
Scam Insurance – A Complete Joke
This company is an absolute disaster. For the past two months, they’ve refused to reimburse any claims, blaming it on “missing vet information.” Meanwhile, my vet responded to their emails FOUR times – and they kept pretending nothing was received.
To make things even more ridiculous, they were asking for the full medical history of my dog… who is FOUR MONTHS OLD. What a fing joke.* How much history do they expect from a puppy?
They are dishonest, misleading, and completely unhelpful. They charge a 30% “processing fee” just to look at your claim, and then make it as hard as possible to ever get your money back. No transparency, no accountability – just red tape and runarounds.
This is not insurance – it’s a scam. Avoid this company at all costs. Seriously. Run.
14 de mayo de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave this review.
We understand your frustration and apologise for the difficulties you've experienced with your claim. We strive to provide excellent service and are disappointed to hear that your experience has fallen short of your expectations.
Without your policy details, I am unable to specifically address why your claim was delayed; however, I can assure you our aim is to provide the very best service at all times and that we would never withhold information or delay claims unnecessarily.
I can confirm all the terms and conditions are detailed in your Policy Terms and Conditions and this includes any excess's relating to the cover you chose. This information is also provided when you set up the policy and at every renewal, to be as clear and transparent as possible with our customers. We invite you to contact us to discuss the cover being offered if you feel that it doesn't meet your needs.
We take all customer feedback seriously and will use your comments to improve our processes. We appreciate you bringing this to our attention and if possible, I would like investigate the specific issues you've raised and see what we can do to put things right.
Please contact me directly at Petclaims@Jigsawinsurance.com and I will look into this further for you.
We value your business and hope we can try and rebuild your confidence in us and you'll consider giving us another chance.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Good service
Good communication, prompt dealing with claim and settlement in full (less the excess) of treatment.
19 de marzo de 2025
Respuesta de 4Paws Pet Insurance
Good morning Andrew,
Thank you so much for taking the time to share your positive experience with us.
We're glad to hear that you found our communication clear and our claim process efficient. We strive to provide excellent customer service and appreciate your feedback.
Please don’t hesitate to contact us if you and Ralf need anything.
Kind regards
Dominika
Senior Pet Claims Handler
Quick response and payout
26 de marzo de 2025
Respuesta de 4Paws Pet Insurance
Good afternoon Sarah
Thank you for your kind words. We appreciate your positive feedback and are glad you had a positive experience.
Should you need us in the future, please get in touch and we will do all we can to support you and your furry friend.
From all of us here at 4Paws, have a lovely week!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Absolutely wonderful customer service
Absolutely wonderful customer service. Spoke to a wonderful lady named Pearl who was so helpful and went above and beyond to ensure I was getting the best from my policy.
Would highly recommend!
Thank you
6 de mayo de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Hi there
Thank you so much for your comments.
We are thrilled to hear about your positive experience with our team. We strive to provide excellent service to all our customers, and it's wonderful to know that Pearl went above and beyond to ensure you were happy with the policy. We appreciate your kind words and will be sure to share your feedback with her.
Kind regards
Craig
Pet Manager
Incredibly expensive for the type of…
Incredibly expensive for the type of cover. I’ve saved over £200 a month by moving my cover to another provider which gives much more cover to my dog. Be aware of their underwriters changing cover for breeds over the years and they will price you out of insurance. Customer of 7 years.
30 de abril de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning
I am sorry to hear that you are disappointed with the price we offered you to insure your pet with us for a further year.
We look at several factors when calculating renewal prices for our customers, including your pets age, breed, address, claims history and to take into consideration the cost of vet fees.
When you purchase cover and at every renewal, we provide you with your policy documents and Certificate of Insurance, this is for you to make sure the cover being offered continues to meet your needs. As pets get older, they can be more prone to suffer from conditions and we take this into consideration when pricing your policy each year.
I am sorry that we were unable to offer you a price you were happy and that we have lost you as a valued customer. We will be sure to feed your comments back to our pricing team and thank you for taking the time to bring this to our attention.
Kind regards
Craig
Pet Manager
Have been with 4paws a number of years…
Have been with 4paws a number of years now, while there not the cheapest around, we have had to put a number of claims in, and up to now have always been paid out promptly with no issues.
17 de marzo de 2025
Respuesta de 4Paws Pet Insurance
Good morning Jonathan,
Thank you so much for your kind words and for being a loyal 4Paws customer over the years.
We are glad to hear that your experience when you have needed to claim has been smooth and prompt.
Please don’t hesitate to contact us if you and Lucy need anything.
Kind regards
Dominika
Senior Pet Claims Handler
Unfair and excessive deductions made…
Unfair and excessive deductions made from the total claim for our rabbit. The vet advised a probiotic and dental treatment to try to treat his gastrointestinal issues (which included anorexia) which were deemed medically necessary to alleviate suffering. We were also not covered for the necessary euthanasia. Considering the rabbit's insurance premium *more than doubled to over £40/month in the space of a couple of years*, this is poor service and cover for the price we paid. At least the guy on the phone explained all this with empathy. Won't be insuring with you ever again. PetPlan are a better cover for a better premium.
28 de abril de 2025
Respuesta de 4Paws Pet Insurance
Good morning,
Thank you for taking the time to share your feedback, and please accept our sincere condolences on the loss of Max.
We’re also very sorry to hear that your experience with us did not meet your expectations during such a difficult time. We take concerns like yours seriously, and we recognise how frustrating it must have been to face unexpected claim deductions when you were doing everything possible for your pet’s wellbeing. Sadly, the costs of probiotics, euthanasia and certain dental procedures are not covered by the policy.
Your feedback has been shared with our team as we continuously review how we can improve both our policies and our communication to better support pet owners in moments like these.
Thank you again for your honest comment on the situation.
Kind regards
Dominika
Senior Pet Claims Handler
First time claimer
First time I have ever made a claim for my dog and it couldn't have been easier. Was kept informed of the progress of my claim and settlement was completed very quickly. Would have no hesitation in recommending 4PawsPet Insurance based on my experience.
10 de marzo de 2025
Respuesta de 4Paws Pet Insurance
Good morning Nora,
Thank you for your kind words and positive review.
We are thrilled to hear that you had a positive experience with our claims process. We strive to make the claims process as smooth and efficient as possible for our customers.
We appreciate your recommendation, we are committed to providing excellent service to all our policyholders.
If you and Wilson need anything from us, please do not hesitate to reach out.
Kind regards
Dominika
Senior Pet Claims Handler
Excellent service and prompt payout
Excellent service and prompt payout. I have 4 pets with 4Paws including 2 rabbits and 2 cats.
23 de abril de 2025
Respuesta de 4Paws Pet Insurance
Hello Raquel,
We are so happy to hear that you have had a positive experience with us. We strive to make the claims process as smooth and efficient as possible.
It really warms our hearts to read that you were satisfied with the speed of your claims assessment and payment.
Please do let us know if there is anything else we can do to make your experience even better.
Kind regards
Dominika
Senior Pet Claims Handler
Called up to discuss a renewal and the…
Called up to discuss a renewal and the switch into sales mode was crazy. Felt like the tactics being used were very pushy - so much so the rep I spoke to couldn't even hear me over the sound of his spiel.
If I say I want to go, let me go. Don't need you lecturing me on the risk of taking out a new policy with a different provider then trying to sell me a new policy with 4Paws. The renewal went up 30% and no longer represented value that I can get elsewhere. Feels like a price gauge.
If you handled it with some empathy, I might have been convinced but the pushiness actually worked against you here.
22 de abril de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning
Thank you so much for your feedback.
We understand your frustration you felt with the renewal process and the service we provided. We strive to provide excellent customer service and are disappointed to hear that your experience did not meet your expectations. We value your feedback and will use it to improve our interactions with customers.
We appreciate you bringing this to our attention and will take steps to ensure our sales team is trained to be more empathetic and understanding of customer needs.
Kind regards
Craig
Pet Manager
I'm very happy with 4paws pet insurance…
I'm very happy with 4paws pet insurance always helpful and in the unfortunate need to make a claim they pay out quite quickly plus you have access to a vet on hand if needed x
2 de abril de 2025
Respuesta de 4Paws Pet Insurance
Good afternoon Elizabeth
Thank you so much for this fantastic feedback.
We appreciate your kind words and are thrilled to hear about your positive experience with our pet insurance.
It's wonderful to know that you've found our service helpful and that claims are processed quickly.
We strive to provide our customers with the best possible support.
Thank you for choosing us to protect your furry friend.
Should you or Pixy need us in the future, please get in contact with us.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Be careful when calling them up
I phoned them up to discuss my renewal. When they had a sniff that I wasn't going to renew they started on some very underhand tactics talking about other insurers wouldn't be able to help if my dog got joint issues or there was a pre-existing condition. Pretty much he was trying to put the fear into me that if I went with someone else and something happened to my dog it wouldn't be good. All true statements but to say it to try and make a sale is pretty poor. There's enough of these used car salesmen out there. Give your money to someone else.
14 de abril de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good morning
Thank you for your feedback
We understand your frustration with the renewal process and I am sorry to hear that you were unhappy with the service provided.
We strive to provide clear and transparent information to our customers, especially when it comes to potentially cancelling cover and leaving a pet with an ongoing condition and finding that there may be no cover with another provider. We certainly don't want our customers to perceive this as underhand tactics, it is simply making you aware of risks and benefits of continuing cover vs. starting again, so you, as a customer, can make a well informed decision about what is right for both you and your pet.
We will take this opportunity to review our communication practices and see where we can further improve.
Kind regards
Craig
Pet Manager
Highly recommend for your pet insurance…
Highly recommend for your pet insurance needs. I’ve been with 4Paws for nearly 10 years and never had a problem with any claims that I have.
Most importantly when my dog was very ill and needed an MRI - 4PAWS was there to help me and guided me with regards to my claim.
Thank you so so much.
10 de marzo de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good Morning
Thanks for this fantastic review!
We are so happy to hear about your positive experience with us!
It's wonderful to know that you've been a satisfied customer for nearly 10 years and that we were able to support you during a difficult time with your dog's illness.
We strive to provide our customers with the best possible care and support, and your feedback means a lot to us.
Thank you for your kind words and for recommending us to others.
Should you need us again in the future, we are hear for you.
Have a great week!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Excellent company to deal with
Excellent company to deal with, have been with them for 6 years, always helpful and sympathetic. Pay up with no hassle. Recommended them to my daughter who also has her dog insured with them
Thank you for your help x
7 de abril de 2025
Opinión espontánea
Respuesta de 4Paws Pet Insurance
Good afternoon Miriam,
Thank you so much for taking time out of your day to provide us with 5 stars feedback, we really do appreciate it.
I am so happy hear that you were pleased with the service we provided and that we were able to assist you and Poppy when needed.
If there is anything we can help you with, please do not hesitate to reach out.
Kind regards
Dominika
Senior Pet Claims Handler
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