Fantasic! The app is great and full of tips and really informative and makes it PERFECT for accessing information and sending through the invoices. And talk about fast my claim was managed in less tha... See more
Location
Switch locationMünzstraße 21, 10178 Berlin, Mitte, DE
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I am super satisfied so far - after submitting the claim of the payment through the app, which was very easy, I got the reimbursement in 5 min. Additionally, I am loving their app, which has so many h... See more
Edit: Updating that we’ve received the payment. Moving to 4 stars, still deducting one for the payout being such a hustle and taking weeks. I hope this is not the regular process/timeline and future... See more
Company replied
They've been lovely with their support before I was a customer and helped me better understand the offerings. Being with them for over 6 months now, I've been incredibly happy with the fast claims and... See more
Company details
Written by the company
Die Mission von Lassie ist es, das Thema Tiergesundheit umzugestalten. Wir bieten die erste Tierversicherung, die es sich zum Ziel gemacht hat, vermeidbare Krankheiten und Verletzungen bei Haustieren durch Prävention zu reduzieren. Im Mittelpunkt des Angebots steht außerdem die Förderung des richtigen Umgangs mit Haustieren. Von Tierexperten entwickelt, bietet die Lassie App Zugang zu wertvollen Inhalten rund um die Gesundheit, Pflege und Erziehung von Haustieren. Tierbesitzer*innen lernen spielerisch, wie sie ihrem Tier die besten Voraussetzungen für ein gesundes und glückliches Leben bieten und haben die Möglichkeit, durch das Absolvieren von Kursen und das Beantworten von Quizfragen, einen Rabatt auf die Versicherung erhalten. In der Lassie-App hast du auch einen sicheren Überblick über alle deine Versicherungspolicen, Rabatte, Zahlungen und Ansprüche. Melde Schäden in wenigen Minuten per App an oder chatte mit uns während unserer extralangen Supportzeiten von Mo bis Sa, 8 bis 22 Uhr.
Contact info
Münzstraße 21, 10178, Berlin, Mitte, Germany
4.8
Excellent
8K reviews
Replied to 85% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Amazing service from the team
April 15, 2026
This is awful experience!
Our dog had tooth cleaning and insurance refused to accept this case. Our cat had an emergency operation on her paw and we are waiting for the response for 2,5 months now. Costumer support chat is not helpful and the insurance have significant communication problems with vet. I start regretting for subscribing for it and the processing time is ridiculously long
April 10, 2026
Unprompted review
Reply from Lassie - Deutschland
Hello Polina,
Thank you for sharing your experience.
When expectations around coverage are not met and, at the same time, the processing of another case takes several weeks, the overall situation can quickly feel unclear—especially in urgent cases like an operation. Clear communication and reliable timelines are particularly important in such moments.
The assessment of each claim is based on the submitted documents and the applicable policy terms, which can lead to different outcomes depending on the case. Processing times may also vary depending on the complexity and the information required.
Customer support processes and communication are continuously being reviewed and improved to provide clearer guidance and more timely responses.
It is to be hoped that you will receive a conclusive update on your open case soon and that the remaining questions can be clarified.
Wishing your dog and your cat all the best and a smooth recovery.
Best regards,
Your Lassie Team
It was very fast to submit a claim
April 8, 2026
So easy and so fast!
April 7, 2026
Really quick turnaround when my cat had…
Really quick turnaround when my cat had to go to the emergency vet on Easter saturday.
April 4, 2026
Could be better.
Update: I received the money for my claim. However, still I am scared since it took more than a month and unnecessary documents. Hope they improve and i will be happy to give 5 star review.
My 3 cats are insured with Lassie since 6-7 months. One of my cat had a minor skin issue. Submitted a claim on 26.02.2026, last week they demanded patient records which i could only provide for certain time as i moved to a new place. Its been a month and no response, complete silence from Lassie. I pay 60€/month for 3 cats and it seems i was better off putting these funds aside every month instead of paying to Lassie. Such a shame their app is great, product is great, but people behind the process are not so great. My claim is being handled by Mandy. I am really sad that one can't even rely on insurance these days.
March 31, 2026
Unprompted review
Total scam!!
Total scam!!! They will only reimburse vaccination cost which is yearly 140 €. Anything else, they'll say its pre-existing. Our dog had some issue with eating due to upset stomach.symptom was loss of appetite. I submited a claim on the first month and it was rejected saying we are under 30 days waiting period. Understood. But now almost after 6 months , we submited another claim for vet consultation due infection right after her first heat cycle. She had infection in her uterus. Any internal issues for dog, loss of appetite is very common sypmtom. Again this time they rejected with same excuse. They dont have any intention to pay more than 140€ of regular vaccine. I'll cancel my insurance after 1 year.TOTAL SCAM !!!
January 15, 2026
Unprompted review
Reply from Lassie - Deutschland
Hello Subhojit,
we’re very sorry to hear how disappointed and frustrated you are, and we truly understand how upsetting it is when your dog is unwell and a claim is not reimbursed as you expected. Situations like this are emotionally stressful, and we take your feedback very seriously.
At Lassie, each claim is reviewed individually by our claims team based on the insurance terms and the medical information available. There is a general waiting period of 30 days after the policy start. Conditions, symptoms, or treatments that occur before the insurance begins or within this waiting period are considered pre-existing and therefore cannot be covered. This rule applies equally to all policyholders.
We understand that symptoms such as loss of appetite can have many possible causes, and that it can feel especially frustrating when later treatments are not reimbursed. However, please note that such a condition can be included in the insurance coverage again once no symptoms have been present for 24 consecutive months and no treatment has been required during that time.
If you disagree with the assessment of your case, you have the option to request a re-evaluation by our independent claims review team. You can contact them directly at schadenpruefung@lassie.de
. Any additional veterinary reports, test results, or medical statements can be very helpful when reviewing your case again.
If you would like us to explain the decision in more detail or look into your situation once more, please feel free to contact us at kontakt@lassie.de
with your claim number.
We’re truly sorry that your experience has led to so much frustration, and we wish you and your dog all the best.
Kind regards
Your Lassie Team
So far I love Lassie Insurance
So far I love Lassie insurance, the app is great and I got my preventative invoice for my puppy fully covered right away it was super simple and easy.
January 7, 2026
Excellent experience!
December 4, 2025
Fast and reliable
My experience with Lassie has been excellent. I submitted an invoice for my dog’s vaccinations and the reimbursement was incredibly fast – within just a few minutes the money was already in my account. The app is easy to use and the communication is clear. I can highly recommend Lassie!
October 25, 2025
My Lassie experience
Since I have been a Lassie customer, I really have nothing negative to say.
I recently sent my first consultation invoice and the process was resolved in less than 20 minutes.
The app works well and is easy to use.
When it was necessary to make an appointment online, the veterinarians were always very friendly and helpful.
I am very satisfied. :)
Congratulations and thank you!
October 18, 2025
...Just never cancel.
I had high hopes. I found a vet that will visit my home to treat my cats. It's affordable and I don't need health insurance for them now. I emailed lassie to cancel. I was charged at the end of the month. I emailed again. I was charged again.
This is the third month I've emailed and I'm still getting charged. This is theft. My contract is cancelled, but still over 50 euros leaves my bank account each month to Lassie. I have asked to be refunded. Nothing.
I took the advice of thr poster below and emailed the contact. 3 days after I got a message saying that my email was unable to go through.
October 16, 2025
Unprompted review
Reply from Lassie - Deutschland
Hi Lindsay,
we’re really sorry to hear about your experience and completely understand your frustration.
We’ve checked your case, and according to our records, we already replied to your emails and explained the cancellation terms in detail. Your cancellation has been processed and has been in effect for some time now.
Please note that we must follow the cancellation conditions outlined in our insurance terms. This means that payments may continue until the effective cancellation date, depending on when your notice was received.
If you believe there’s still an issue with recent charges, please send us your payment confirmation or bank statement (with sensitive details hidden), and we’ll review it immediately.
Best regards,
Your Lassie Team
I am super satisfied so far
I am super satisfied so far - after submitting the claim of the payment through the app, which was very easy, I got the reimbursement in 5 min. Additionally, I am loving their app, which has so many helpful articles for your pet that they also motivate you to read by collecting coins and reducing the monthly payments with it, which is amazing so far. Highly recommended!
October 6, 2025
Super good experience
Super good experience! The app is fantastic and easy to navigate. We have submitted a claim in like 2 minutes and the reimbursement was there literally in 10. I wasn’t expecting it to be so easy honestly. Overall I’m super happy with them.
September 19, 2025
Fantasic
Fantasic! The app is great and full of tips and really informative and makes it PERFECT for accessing information and sending through the invoices. And talk about fast my claim was managed in less than 2 hours so…. AMAZING so far
August 14, 2025
Their app is super easy and friendly to…
Their app is super easy and friendly to use. Also they responded to my preventative care claim and transferred the amount in less than half an hour!
August 6, 2025
Very fast response to my claim for…
Very fast response to my claim for Logan! I am very happy and amazed! I am now waiting for the response for my other claim for my pet Niki.
Thank you
August 6, 2025
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.