Claim submitted by my vet on 8th August, no correspondence from company , after several calls by myself, was told today 8th September the money should be in my account shortly . As this was my first c... See more
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Review summary
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The process of submitting a claim on line wasn't exactly clear but managed to navigate it with a bit of persistence! Claim was dealt with quite quickly once my vet had sent the correct medical record... See more
Company replied
I used the online portal to make my claim, unfortunately I experienced a couple of issues:- 1. Not that clear how to start the claim I called and was given advice that I should fill out the onlin... See more
Company replied
The Insurance Emporium handled the claim very quickly. It was our first claim to them in 9 years so I was very disappointed to receive an email informing us that they would not be insuring the problem... See more
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Company details
Information provided by various external sources
We aim to make specialist insurance as natural a part of ownership as anything else. It's not a burden - it's a bonus that lets enthusiasts, hobbyists and professionals enjoy what's important in their lives without financial worry should the unexpected happen.
Contact info
Thorpe Underwood Hall , YO26 9SZ, York, United Kingdom
- 03300244005
- feedback@emporium.co.uk
- www.theinsuranceemporium.co.uk
4.2
Great
11K reviews
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Excellent
Excellent. No questions and interrogation like some. Actually believe the vets and payout quickly.
September 11, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
No issues when it came to claiming and…
No issues when it came to claiming and a good price for my dog.
September 8, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
AVOID THEIR TIME LIMITED PET INSURANCE
AVOID THEIR TIME LIMITED PET INSURANCE
Please think very carefully before taking out a Time Limited policy with The Insurance Emporium.
I insured my dog with them for around 6 years and never made a claim. When she suddenly needed emergency eye surgery costing over £5,000, I called them BEFORE agreeing to the surgery and was told I had cover up to £5,000.
They then obtained her old vet records, found previous eye ulcers and retrospectively applied an “eyes and sight” exclusion back to 2023. My £5,000+ claim was rejected.
My vet even explained that the previous ulcers had resolved and that isolated incidents years apart were not considered linked. It made no difference.
To top it off, they later emailed asking for my bank details to arrange a settlement and told me £1,120.33 would be paid, only to later say this was a “clerical error”. The Financial Ombudsman awarded me £100 compensation for that mistake, but unfortunately upheld the insurer’s decision on the main claim.
Six years of premiums. £5,000+ vet bill. £0 towards the treatment.
My advice: read very carefully what “Time Limited” insurance can mean before buying one of these policies. I certainly never would again. Basically if you take your pet to the vet about anything, even if you dont make a claim this will be excludes after 1 year). So in theory you take your dog to the vet becasue of bad Diarrhea (possibly from something they ate) and 2 years later you go to the vet as your dog has a serious bowel condition that needs surgery....the insurance emporium would not pay for the treatment because you visitied your vet about a slight bowel issue 2 years previous. Not worth the paper they are written on. Plus the customer service levels are dreadful. AVOID AT ALL COSTS.
May 15, 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
We appreciate you will be disappointed with the decision made by the Financial Ombudsman Service.
As with all time limited policies, cover is available for a condition for up to 365 days from when clinical signs first present themselves.
We do sincerely apologise for the error made when making an offer to partially pay the claim. As you are aware, we agreed this was a mistake as we had previously issued a Final decision on the matter, declining your claim in full.
The redress payment of £100.00 will be issued in due course,
Kind regards,
Kirsty
The Insurance Emporium
I made a claim as my poor dog had…
I made a claim as my poor dog had developed a tumour. He was taken to a local university animal hospital where several tests and procedures were carried out. Unfortunately the tumour cannot be removed. The hospital put the claim in with full details of procedures and costs.
Insurance emporium paid some of the claim but charged several fees for administration etc leaving me to find a further £900.
I contacted them via email but to no avail.
I would not recommend them to anyone as they have many hidden charges. I understand I had to pay excesses but £900 was not the excess.
September 10, 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear about your dog's diagnosis and that you were disappointed with the amount paid towards your claim.
The claim was assessed in line with the terms of your policy, including the applicable limits on cover. The policy includes limits of £90.00 for referral consultations and £40 for hospitalisation so costs exceeded these limits for these fees were not covered and were therefore deducted.
The £30.00 administration fee was charged by the vet for submitting the claim and is excluded from cover.
The remaining deductions were the fixed and percentage elements of your policy excess. We are sorry the settlement was less than anticipated, however, we can confirm it is in line with the terms of cover.
We can also confirm that your email is still with our claims department who will respond in full within the next 2 working days.
Kind regards,
Joe
The Insurance Emporium
Very efficient and effective claims…
Very efficient and effective claims process and sympathetic to the needs of both the pet and the owners. I would have absolutely no hesitation in recommending them to anyone. Superb.
June 12, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We’re really pleased to hear that you were happy with the service you received and that our team was able to provide the support you needed. We very much appreciate your recommendation.
Kind regards,
Joe
The Insurance Emporium
Really helped during the difficult…
Really helped during the difficult times. Thankyou so much.
September 7, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We’re pleased to hear that our team was able to support you during a difficult time. Thank you for your kind words.
Kind regards,
Joe
The Insurance Emporium
Very longwinded procedure
Very longwinded procedure. Lots of chasing involved due to vets not supplying all of the information needed. However, once this was sorted, there was still a delay of several weeks which, again, needed to be chased. All resolved in the end.
September 10, 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry for the delay in dealing with your claim. We have been experiencing a high volume of claims, which has meant that reviews are taking longer than usual. In this case, we also had to request the vet’s section of the claim form, which took several weeks to be provided and contributed to the overall delay.
We are pleased that the claim was ultimately resolved and appreciate your patience.
Kind regards,
Joe
The Insurance Emporium
Extremely slow service… first to take…
Extremely slow service… first to take money last ones to pay
September 10, 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear that you were disappointed with the time taken to process your claim. We have been experiencing a high volume of claims, which has affected our processing times. In this case, we also needed to request clinical history from your vet before the claim could be assessed, which added further time.
We appreciate your patience while this information was obtained and the claim reviewed.
Kind regards,
Joe
The Insurance Emporium
Process was easy
Process was easy. Communication was clear. Reimbursement paid with no quibbles. Very pleased with The Insurance Emporium.
September 7, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review.
We’re really pleased to hear that you were happy with the service you received and with the outcome of your claim.
Kind regards,
Joe
The Insurance Emporium
Waste of money
Been with them for my 4 cats for 8 years had to claim for the first time and Once you have had to claim for something a number of times( even though it was the same incident )they will then change your next policy to exclude that in future
September 10, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review..
The policy you selected provides a maximum benefit for each condition. Once this benefit has been exhausted, further treatment for that condition is no longer covered under the policy. As our policies are sold on a non-advised basis, we do not provide recommendations as to which level or type of cover is suitable.
Kind regards,
Joe
The Insurance Emporium
Unrealistic limits
I like the easy to use portal and simplicity of claims process HOWEVER I was NOT impressed with some bizarre limits on the policy ie they will only pay £40 towards hospitalisation of a cat per claim (which is clearly inadequate) and will only pay £45 for vet consultation (no idea what this is based on but unrealistic from my experience). So although I thought I had full insured my cat for vet fees I had £470 excluded on top of my excess.
August 20, 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review.
We’re pleased to hear that you found the portal and claims process straightforward.
We’re sorry you were disappointed with the limits that apply to certain veterinary fees. These limits form part of the policy terms and are set out in the policy documentation, including the limits for consultation and hospitalisation fees.
Kind regards,
Joe
The Insurance Emporium
After quite a long wait Emporium paid a…
After quite a long wait Emporium paid a fair price towards my claim. Thank you.
July 16, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that, despite the wait, you were happy with the settlement offered towards your claim. We really appreciate your feedback.
Kind regards,
Simon
The Insurance Emporium
No communication throughout the claim
No communication throughout the claim. I had to ring for updates ! Waited 3 weeks for claim to be approved and only received a quarter of claim back.
I have Hardly claimed so very disappointed with the service. I have insured my pet since puppy and because of her age now we get penalised heavily!
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. I’m sorry to hear that you were disappointed with the communication and the time taken to process your claim.
The claim was received on 17 August and payment of £218.25 was made 11 working days later, once the assessment of the claim was complete. The settlement was calculated in line with the policy terms, including a contribution of up to the maximum £115 towards the £165 Out of Hours surcharge and £45 towards the £53 consultation fee, with the applicable excesses then deducted.
We are sorry if the claim took longer and the settlement was less than you expected. However, the claim was assessed correctly and in line with the policy terms.
Kind regards,
Simon
The Insurance Emporium
Good once we got on track but
Good once we got on track but. Some early communication difficulty
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. I’m sorry to hear you were disappointed with the communication and the time taken to deal with your claim. We appreciate your feedback.
Kind regards,
Simon
The Insurance Emporium
Absolutely no complaints from me!
Absolutely no complaints from me!
I was recommended the Insurance Emporium by a friend who had an extremely poorly cat and she had found them very good.
Like everyone else, you hope never to need the insurance but like many, I have just needed to make a claim. It was straightforward and payment was prompt. Thank you The Pet Emporium.
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that your claim was straightforward and that payment was made promptly. We really appreciate your recommendation and kind feedback.
Kind regards,
Simon
The Insurance Emporium
Reggie claimWhen a pet is not well it can be…
When a pet is not well it can be stressful ins emporium took the stress away claim was settled quickly and we now know Reggie’s problem and manage it
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that we were able to make the claims process less stressful and that Reggie’s claim was settled quickly. We hope Reggie continues to do well.
Kind regards,
Simon
The Insurance Emporium
Poor communication, and lack of empathy
Poor communication, took forever to finalise a simple claim. I’ve never had to claim before with this insurer in at least 5 years of being with you only 1 claim with a previous insurer many years ago and would go back to them in a shot as their process was much smoother not what you need when your pet is poorly
Then you reply to my honest review with inaccurate timescales yes my claim was submitted on August 10th but it took me chasing you 5 times before you responded on 26th August asking for additional clarification which was provided to you within 6 minutes of receiving your request by both me and my vet who again replied the same day and then again no contact only when I raised a formal complaint did you respond with the claim outcome after 30 days not what it says in your terms and conditions which has a 5 day SLA please do not disrespect me by commenting inaccurate information to make yourselves look good when people are entitled to an honest review
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. I’m sorry to hear that you were disappointed with the communication and the time taken to finalise your claim.
Your claim was received on 10th August. As part of our assessment, we require your pet’s complete recent medical history, and we identified a two-year gap in the information provided. We therefore needed further clarification from you before we could complete our assessment. Once this was received, the claim was finalised and the settlement was paid two working days later.
We are sorry if this took longer than you expected.
Kind regards,
Simon
The Insurance Emporium
Claim for treatment of pet cat.
The claim was processed promptly and in accordance with the stated terms.
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that your claim was processed promptly and in line with the policy terms.
Kind regards,
Simon
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that your claim was settled and appreciate you sharing your feedback with us.
Kind regards,
Simon
The Insurance Emporium
Everything you want from pet insurance
Everything you want from pet insurance. Covered the entirety of the claim, dealt directly with the vet and absolutely no stress at all time when you don’t need any more. Couldn’t recommend more.
September 9, 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re really pleased to hear that your claim was covered in full and that we were able to deal directly with your vet, making the process as stress-free as possible. We really appreciate your recommendation.
Kind regards,
Simon
The Insurance Emporium
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