Pets at Home Pet Insurance - www.petsathome.com

Do not use this pet ins company if you can't afford to wait 3 months to get your money back. The assessors are terrible or not trained properly. All they do is send the same email to the vet practice every week looking for information that the vets have already gave them. They never call the vets to resolve things straight away,

it's just email after email. Then the assessors don't even notice that the practice already gave them the info until I call them to complain. Especially for a new illness. Nothing gets resolved unless I end up calling them and complaining after already waiting 6 weeks. Its hard enough watching your 14 year old pet be so unwell for months, then pass away. Without the consistent carry on with pets at home pet insurance not being able to pick up a phone to vets to resolve anything. I've had to put In several complaints In the last year. If my other dog wasn't also 14 years old I would change ASAP. I've since been advised by a friend the insurance company called 'animal friends' pay out in 7 days. Have been with pets at home insurance for my 2 dogs for several years, but the last 2 years I've had to use them frequently. Would never use again, unfortunately with having a 14 year dog I'm stuck with them now!

I cannot believe the experience that i have had with Pets at Home insurance, I have had my small cavapoo insured with them for 7 years, and last year following an issue was the first time I have ever had the displeasure of putting in a claim.

I have now been waiting for 3 months for them to 'review my claim'

i have made 12 calls, which more often than not keep me waiting for at least an hour. Then when you get through, its a India based call centre, and although the staff are pleasant, they don't have a clue what you're talking about and so tell you what you want to hear, saying that they're following up... they obviously don't as I am still waiting

This morning, I finally got my refund. Only they had taken 4 lots of excess off the 2 claims. They have given some inconceivable excuse that one of my dogs hydrotherapy, although paid for in one go, took place in the new policy year...

Please avoid, pay more and go else where.

I have used PAH for insuring my cats for a few years but have started to use other providers as and when policies come up for renewal. It takes several weeks for them to even acknowledge a claim and they seem to continually drag their feet. I asked to change the draw date of my direct debits by a couple of days when my pay date moved to the last day of the month. I was assured this would be done with immediate effect but they still took them on the old date and after they then changed them for the following instalments due, they still left 2 of them on the old draw date. I've had difficulty understanding some of the customer service staff and with also making myself understood. I'm severely out of pocket waiting for them to pay up on 2 valid claims. I have made a complaint and asked for a form to send to the Financial Ombudsman, due to the length of time it takes to resolve claims, but have been told they don't have a form. Very dissatisfied and would urge anyone thinking of taking insurance out with them, to go elsewhere.

When Allianz took over Pets at Home they changed what they would pay out and did not explain this - should be against the law to do so.

Wheedled our of a claim saying it was pre existing , all a nightmare. I have cancelled the £50 per dog per month ridiculously high premium!

I find that pets at home are incredibly slow at dealing with claims. They also waste time and resources by sending a text, email and letter to say when claim forms are returned, then send a text email and letter to say payment on its way THEN the cheque arrives (better late than never). Staff can be helpful at times but often extremely rude on the phone. Spoke to one lady today as Pets at Home are moving insurers however my claim still needs to be processed under the old insurer (i knew noting about this and my vet had obvisously somehow got confused). I was told to discuss it with my feet and to ask them to send a new form.. As this is not my fault and was totally out of my control i asked the telephone advisor at pets at home if she could explain this to my vet, as they obviously understood more what was going on. This was met by a large huff and a sigh and 'ok then but you need to hold'. Incredibly rude woman. Been waiting nearly a month for this money, the saga continues.......

If you have an animal that you would like to insure I would strongly suggest not to go with pets at home at all as they only get you into more det my dog was insured with them and had to have a opp to have a lump removed now we had been with them for over a year and never claimed for him but when this happened we couldn't afford it and was covered by the insurance company yet they didn't pay anything and left us to deal with it also they have started to take us to cort to get the money they should have payed out utterly discussing

Pets at home pet insurance has been a horrendous service. Staff are rude and have no idea what they are doing. They made a mistake and cancelled my policy, then tried to blame me for their faults and tried to make me pay a cancellation fee. Even after I've now chosen to cancel my policy and have written confirmation of this, I've received further threatening texts and letters. When I've called to ask why they are still contacting me, they don't even know! Ridiculously bad.

Horrendous service from Pets at Home. I have now been on hold for nearly 20 minutes for the second time today. Our dog, went into hospital for a slipped disc operation. He then caught pneumonia and passed away. It was a very stressful time, we were devastated. A few days later Pets at Home declined our claim, their excuse was it was an on going situation, and they said we knew about it when we took the insurance out. How can a person sitting at a desk know more than our dogs vet. The vet said how can a dog walk around for one year with a slipped disc. I am now having panic attacks with stress, as Pets at Home have left me financially ruined. They enjoy taking your money but will riddle out of paying.

Pets At Home Insurance is the most appalling insurance provider on the market. They are quick renew your policy and take your money, but when the time comes that you actually really need to use it, they will fight you every step of the way. My dog Huxley was diagnosed with a Type III Luxating patella on both of her hind legs. This was my first and last time filing a claim with them. They declined to cover the expenses because they believed she had a pre-existing condition. You may ask what the pre-existing condition? Well when she was a puppy she had a mild irritation to her right hind leg’s nail from dirt. That justified a direct connection from dirt in the paw to a luxating patella. The vet and the orthopedic surgeon tried to explain that there is no connection, what so ever, with the two conditions. Thank you Pets at Home for not being there when we really needed you. You are a horrible company.

I took out the insurance as my dog uses Pets at Home vets and Groom Room and the excess is reduced if you use their "partner vet". This should have made a claim simple but I received an additional bill after surgery including 10% on top of the excess (use a microscope to find the wording about this), excess for drugs and disallowed blood test which was clinically necessary and came under the policy. Went round in circles trying to get it sorted and now it's with the Ombudsman. AWFUL