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 though... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Never claimed but premiums were low till renewal, even with no prior conditions and a new policy quote inflated the price. Went elsewhere for same cover half the price, Sales were awful so pushy kep... See more
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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 sy... See more
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I have been with 4 paws for 5 years, never made a claim before but Ruby has recently been diagnosed with a spinal issue and needs major surgery. I called, worried, expecting a robot. I got through to... See more
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Company details
About 4Paws Pet Insurance
Written by the company
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
Contact info
59 Copthall Bridge, Station Parade, HG1 1TT, Harrogate, United Kingdom
- 01423535040
- petclaims@4paws.co.uk
- 4paws.co.uk
3.9
Great
762 reviews
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Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your comments.
I am really hoping that by your vets dealing with us, it took all the pressure away from you concerning the claims process and that you were able to focus on what is most important to you, which is your furry friend!
We certainly aim to make the claims process as simple as possible for our customers and thank you again for taking the time to leave us this review.
Kind regards
Craig
Pet Manager
4Paws were very good when I had to…
4Paws were very good when I had to claim from them.
October 14, 2024
Reply from 4Paws Pet Insurance
Hi there
5 stars! thank you so much!
We certainly aim to be there for you when you need us most and I am so pleased to hear that you were happy with the service provided to you following your claim.
If you ever so need us for anything else in the future, please do not hesitate to give us a call.
Kind regards
Craig
Pet Manager
Woeful experience - Stay away
Very misleading company who do not make the policy start date clear when taking out a policy. This will sting those who unfortunately need to make an unforeseen claim early during the policy.
December 16, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your comments and I am so sorry to hear that you were unhappy with the service you received from us.
During the online sales journey, we aim to be as clear as possible with our customers.
At the start of the online journey, we ask you to choose a policy start date that you'd like the to start from (this can be up to 30 days in advance). We also confirm that cover will start on the date you have selected at 00:01 hours unless you have selected your policy to start that same day, in which case cover will start as soon as you have successfully purchased cover. Any claims for illness are excluded in the first 14 days of cover and cover is for a period of 12 months unless otherwise stated.
Before purchasing cover, we also provide our customers with significant limitations of cover, so you can be sure that the cover you have chosen meets your demands and needs. Within these limitations, you are notified that there is no cover for injuries within the first 24 hours or illness within the first 14 days from your chosen start date. From here, you are then asked if you are happy to proceed purchasing cover with us.
I am sorry that we have been unable to assist you with your claim on this occasion and that you felt the information provided was misleading. I do hope that we are given the opportunity to restore your faith in us.
Kind regards
Craig
Pet Manager
Reply from 4Paws Pet Insurance
Hello John
Thank you so much for taking the time to tell us about your experience with us here at 4Paws Pet Insurance.
It’s important to us to make our claims process as simple as possible and to keep you updated throughout.
If you need further assistance, we are always here to help you and Chetta.
From all of us here at 4Paws , we wish you a very Merry Christmas and a happy New Year.
Kind regards
Dominika
Senior Pet Claims Handler
AVOID
Be careful of this company, their Insurance Product Information Document (IPID), which is the simplified red and green terms most customers use (as summarises your cover), isn’t actually a reflection of their real terms and is a false representation of your cover.
Refused to pay despite the Insurance Product Information Document saying you had 12 months to have recommended dental carried out, hidden in the 32 page terms it’s actually 3 months.
My dog had a wobbly tooth which wasn’t bothering him, agreed with the vet that we would watch and wait to see if it fell out naturally as it’s a short nosed breed and his teeth are otherwise well looked after to avoid the risks associated with general anaesthetic and I checked the Insurance Product Information Document which said it needed to be done within 12 months. In the end the tooth hadn’t fallen out after a few months so I had the vet remove it. To my surprise they refused to pay, as it was more than 3 months which was hidden in their lengthy terms. This is despite me calling years before, as I was changing insurer and the renewals team convincing me to stay despite it being more expensive, because they had the best dental cover. The vet has said most insurers cover up to 12 months not 3, 3 months is unusual, so this was also misleading. I insure two dogs with them (the claim is less than the cost of 1 of the dogs yearly premium) I have never claimed anything for either dog. I think that they deliberately mislead their customers and will be taking this to the FOS, as their Insurance Product Information Document which is what you use to compare insurance products and understand your insurance isn’t a true reflection of your cover.
Throughout the process at every time they were looking to get out of paying.
Delay, Deny, Defend.
I now have to go through an 8 weeks complaint process before I can go to the FOS. I’m chronically unwell and could do without this and it was unreasonable of them to expect me to read through 32 pages of tiny print to check that their IPID was consistent. They treat customers unfairly.
Your response doesn’t explain why your IPID document differs from your real terms and conditions? The IPID was sent along side the Terms and conditions and is supposed to summarise them.
‘ Costs of dental treatment carried out 12 months or more after the
recommendation of treatment from a vet.’
Why are they different and always sent alongside the TofC’s to deliberately mislead customers. Please also remove my personal information from your response. I haven’t given you permission to share personal data.
The vet explained why it wasn’t completed immediately.
UPDATE: Financial Ombudsman agreed with my complaint and that they treated me unfairly and misled with their information. They have been instructed to pay! Sad they make you go through this just to get them to play fair.
FOS COMMENTS:
Regulations known as Consumer Duty have recently come into effect and one of the cross-cutting rules is that firms should enable their customers to pursue their financial objectives. Put simply firms should allow their customers to enjoy use of their product without any unreasonable barriers. By unfairly rejecting the claim, I don’t feel Covea have adhered to this. The Insurance Conduct of Business (ICOB) Sourcebook also states insurers shouldn’t unreasonably reject a claim.
As part of these regulations, firms are also expected to ensure consumers are equipped to make good decisions and that information is made available at the right time and is understandable. I feel the contradictory IPID and policy wording highlights that Covea haven’t adhered to this.
December 10, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hello
Thank you for your feedback and we’re sorry to hear about your bad experience.
Decisions regarding claims assessment are made based on the Terms & Conditions of your Policy, which is always sent to you at each renewal of your policy, so have enough time to review them. We make it explicitly clear at new business and renewal each year; it is your responsibility for you to read your Policy Terms and Conditions fully and should you have any questions, we invite you to contact us to discuss these further.
Please allow me to refer you to your Policy Terms and Conditions:
GENERAL CONDITIONS WHICH APPLY TO THE WHOLE POLICY (page 12):
Preventative care and following veterinary advice
7. You must ensure that following a dental examination, any treatment recommended is carried out within 3 months of the examination taking place, unless your vet can provide medical evidence as to why this did not happen.
Whilst I appreciate you may be dissatisfied with the outcome of your claim; to treat all of our customers fairly, we must assess all claims in line with the Policy Terms and Conditions.
We understand that you’ve already contacted the Complaints Team and raised a complaint. I can confirm The Complaints Team will review Gizmo’s Policy in full and respond to you once they have completed a full complaint investigation.
Thank you again for taking the time to leave us this feedback and I apologise our claim decision was not what you hoped for.
Kind regards
Dominika
Senior Pet Claims Handler
Easy claims…
Making a claim seems very straightforward. I'm anxious to see how it will impact our premiums next year though. So far so good though.
December 11, 2024
Reply from 4Paws Pet Insurance
Hello Nina,
Thank you so much for taking the time to tell us about your experience with us. We are pleased to hear that you were happy without claim process.
In terms of your renewal premiums, we will contact you 14 days before your renewal date, providing you with your new renewal premium. We invite you to contact us should you wish to discuss this further and one of our renewal’s advisors will discuss this with you.
If there is anything else we can do to help, please let us know .
Kind regards
Dominika
Senior Pet Claims Handler
Had to cancel due to the ridiculous renewal costs
We started this insurance as Aviva years ago. When my dog needed surgery on her legs the insurance only went up around £100.
When Aviva stopped doing pet insurance we got moved to 4 Paws. (We were on a lifetime insurance, so we had to stay) since being with 4 paws the insurance has shot up year upon year.
We have just had our renewal through and the cost has just jumped up by £650 and the insurance is close to £2,000. We have now been priced out of insuring my dog.
December 3, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for leaving us this review, we really appreciate it.
Please be assured that we continue to review our premiums, this is to keep them as competitive as possible. Please be advised that when calculating premiums each year, we take into account several factors, this includes your pet’s age, breed and claims history etc. and I am sorry we've been unable to offer you a cheaper premium at your most recent renewal.
We'd really welcome the opportunity to discuss this with you further. Please do not hesitate to contact us on 01423 535040 at your earliest convenience.
Kind regards
Craig
Pet Manager
Puzzled and frustrated
For some reason they refused to insure my healthy terrier cross with no explanation as to why. Particularly frustrating as my employer gives discount for 4Paws. As Pet Plan has always given good service I guess I will be going there.
November 25, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon,
Thank you for taking the time to provide us with feedback.
I am very sorry to hear that you were not happy with the service that we provided. Due to the criteria that we receive from our underwriters, there are sadly some pets that we are unable to offer cover for. This includes a number of different breeds and crosses, and also any dogs over the age of 8 or cats over the age of 10.
Please accept my apologies for any inconvenience caused.
If you would like to discuss this in further detail or if you have any queries, please do not hesitate to contact us.
Kind regards
Danny
The Pet Team
Reply from 4Paws Pet Insurance
Hello Jeff,
Thank you so much for taking the time to leave us this 5 star review!
We always aim to keep our customers at our core. It is wonderful to hear that you’ve had amazing customer service experience, this really means the world to us.
We are here for you and Mojo, should you ever need us again.
Kind Regards
Dominika
Senior Pet Claims Handler
Excellent pet insurance & amazing staff
So pleased with this pet insurance company. They have been amazing with authorising claims which recently I've had a few of due to a couple of unexpected problems. They have communicated directly with my vets, kept me informed of every step via email and text messages, and phone calls. They provide a really personal and attentive service and on the day of Bella's surgery they called and wished her well, along with an update. They had also pre-authorised 2 claims within 2 working days. Thank you so much to all the team for being so lovely, caring and efficient. Hadn't heard of 4Paws before so wasn't really sure, but couldn't be more pleased with my choice. Hopefully won't need to claim again for a long time!
November 12, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Suneeta
Wow what a amazing review - Thank you so much!
It means the world to us here at 4Paws to receive should fantastic reviews like this. I will be sure to pass your lovely feedback onto our team.
Here at 4Paws, as pet owners ourselves. We understand what a stressful time it can be when your furry friend is unwell, so we aim to make our claims process as efficient and easy as possible for you. It appears we did just that for you, which I am delighted to hear.
We hope Bella has made a speedy recovery. Should you need us again, please dont hesitate to contact as us and we will be more than happy to help.
From all of us here at 4Paws, we hope you and Bella have a lovely rest of your week.
Kind regards
Lauren
Pet Claims Assessment Team Leader
It worked
It took some time between the vet and 4Paws but got there in the end. Why the admin gee?
October 7, 2024
Reply from 4Paws Pet Insurance
Hello Kevin,
Thanks you so much for taking the time to leave us this review, it’s greatly appreciated!
We process pre-authorisation claims within 48 hours if we have all information needed to assess them. Sometimes we need to request information from the vets which sadly can extend the timeframe. But we can assure you, we chase the missing information daily.
From reviewing your recent claim, I am unable to see any claim specific deductions, however if you would like to discuss this in more detail please don’t hesitate to call us on 01423 535 040 or email at PetClaims@JigsawInsurance.com and we can look into this further for you.
Kind regards
Dominika
Senior Pet Claims Handler
Direct debit Fraud?
no idea whats going on, i dont own a pet, but for some reason, for the last 4 years, this company keeps setting up direct debits, to charge me for insurance i never took out.
I cancel them, but they keep coming back.
November 7, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good Afternoon Stephen
Thank you so much for your feedback and we do apologise for inconvenience caused.
As 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 best to clarify and resolve the issue you are experiencing with our company.
Kind regards,
Dominika
Senior Pet Claims Handler
Bunch of cowboys.
We've had a policy with them for 2 years. Tried to make a claim and they refused to pay out. They claimed it was because it was an ongoing issue but it absolutely wasn't. Our dog stood on something and cut her paw which got infected so she needed antibiotics. Because she'd had some before it was somehow the same issue as before. Load of nonsense.
Avoid them.
November 4, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi Chris
Thanks so much for taking the time to leave us this review.
I am so sorry to hear you are unhappy with the service you have received.
From the information provided, I am unable to locate your policy to look into this further for you. In order to provide full explanation and reasoning as to why the claim decision was made.
I am really keen to investigate this further for you, as we ensure all of our claims are assessed in line with the Policy Terms and Conditions, to ensure all our customers are treated fairly.
As I am unable to locate your policy, please can you contact us on 01423 535040 or alternatively email the claims team at PetClaims@JigsawInsurance.com and we can look into the further for you.
Kind regards
Lauren Wray
Pet Claims Assessment Team Leader
Very easy to make a claim and staff…
Very easy to make a claim and staff were extremely helpful and informative when I phoned up.
October 30, 2024
Reply from 4Paws Pet Insurance
Good morning Irene
Thank you very much for taking the time to leave us this 5 star review, your comments really do mean the world to us.
We’re so pleased to hear you’ve found the claims process quick, simple and clear and that you’re very happy with the customer service provided.
Please know that we’re always going to be here for you and Rosie & Ralph should you need to claim again.
Kind regards
Dominika
Senior Pet Claims Handler
Would not hesitate in recommending 4paws
All aspects of the claim were dealt with very quickly and I would not hesitate in recommending 4paws.
September 23, 2024
Reply from 4Paws Pet Insurance
Hello Anne,
Thank you so much for taking the time to leave us such a lovely review.
It’s great to hear that we’ve been able to assist you with your recent claim and that it was settled quickly. To hear that you’d now recommend our services to others really means a lot to us.
Should you need anything in the future, we’re always here for you and Rocco.
Kind regards
Dominika
Senior Pet Claims Handler
Quick and easy to deal with
Quick and easy to deal with, minimal effort to fill out a claim form, very straight forward process. Could have been quicker on follow up claims, but guess that’s the nature of insurance. Thank you for your help with our rabbit :)
June 19, 2024
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave us a review.
We are happy to hear that you have a great experience with us so far. We aim process all our claims as quickly as possible and ensure these are all assessed within 10 working days, in order to treat all of our customers fairly. It’s great to see we hit the mark on this occasion.
If you need us for anything else in the future, please do not hesitate to let us know.
Kind Regards
Dominika
Senior Pet Claims Handler
Excellent service & communication
Excellent service & communication
Definitely recommend
When it come to claiming, absolutely no problem
October 23, 2024
Reply from 4Paws Pet Insurance
Hi Debbie
Thank you so much for taking the time to leave us the fantastic 5 star review.
We’re so happy to hear you received excellent service from us here at 4Paws, to hear you would recommend us truly means the world to us, so thanks again!
Should you need anything from us in the future, we’re always here for you and Cosmo.
Kind regards
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hello Miguel
Thank you very much for taking the time to leave us a 5 start review, it really means the world to us.
Here at 4Paws we keep our customers at our core and aim to be there when you need us the most.
Should you need our assistance again, please don’t hesitate to get into contact with us.
Kind regards
Dominika
Senior Pet Claims Handler
Quick at selling claims
With a recent claim, the process was very easy and payment made quickly.
September 23, 2024
Reply from 4Paws Pet Insurance
Good morning Jane
Thank you so much for taking the time to leave us this amazing 5-star review.
It means the world to us here at 4Paws when we make our customers claim journey as easy as possible. As pet owners ourselves we understand how worrying it can be when your furry friend is unwell, therefore we aim to make the claiming process as easy and stress free as possible.
We hope Piper is feeling much better.
Should you need us again in the future, please reach out.
Have a lovely day.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Slow response when submitting a claim
Completed a pre-authorisation request which was approved in good time and confirmed they would agree 1 of 2 of the claims. Operation took place on 3 weeks ago and received confirmation on the 25/09/24 that my claim has been received - but nothing since.. Chasing a response for reimbursement. Our eldest dog is 9 years old and this is the first time we've submitted a claim for insurance so no prior experience if this is the usual wait time but would have hoped pre-authorisation would have sped things up!
October 7, 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Sarah
Thank you so much for taking the time to leave us a review.
We are sorry to hear your pet is unwell and you are needing to claim. Here at 4Paws we want to do all we can to support you when you need us most.
In terms of our pre authorisation service that we offer. We process these within 48 hours of receipt, should all the information be received. This is in order to give you confirmation that treatment will be covered, prior to this going ahead.
In regards to our claim's process, we look to process all of our claims within 5-10 working days of receipt, should all the information we require for the claim be received.
I am unable to locate your policy from the details provided in order to give you a real time update, however if you would like to give us a call on 01423 535040 one of our claims advisors will be able to provide you with a update on your claim.
We hope to speak to you soon and be able to get your claim resolved for you.
Kindest regards
Lauren
Pet Claims Assessment Team Leader
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