Petsure UK - Northampton

Kyriakos Kyamidis

Thought it was a high end company. This week I got my first annual renewal. Indoors cat no claims 2 years old. Price went up from £320 to £529.41.
I was asked to pay first to see how the price would be dropped!

Sarah at help line was very helpful and kind. Cancelled the renewal asap. Thank you 🙂

Sue Strachan

If I could give NO stars I would. I have never been so disappointed and angered by a company. My partner recently passed away. She had set up a policy with Petsure, for our dog, and was paying by direct debit. When she passed away her account was closed by Petsure, without making any attempt to contact. I tried to change the policy to my name and was treated appallingly with no empathy for my situation. I was told I would have to create a new account and was quoted DOUBLE what my partner had been paying. I have gone elsewhere.

Claire Tabor

I have only had this insurance since April for my puppy and made one claim nearly two months ago. To say they are a bad company is an understatement, their lack of correspondence is awful, asking for documents they have already had and the constant phone calls to the vets and out of hours vets and to them I have to make and all I’m doing is going round in circles. I would avoid this company and if I had seen the reviews quite a lot are bad, I would never of gone with this company. A bad experience for a first claim so when it’s complete I will be looking for another insurance company. Awful awful company would not recommend and not even worth the one star given

CSAH

I was so easy sorting my pups insurance out with Petsure. I have everything covered & looks like a really good policy insurance. Thank you Petsure I would definitely recommend to others

Kelly North

Avoid! I was quite happy with Petsure for the first year and then when it came to renewal, they doubled the price per month because I had made one small claim the previous year. When I contacted customer services, they just kept repeating that a number of factors, like pet age, vet prices, etc affects the price. My cat is 3 instead of 2 and is very healthy, and vet prices have not doubled in one year. This behaviour just discourages owners from being responsible and taking their pets to the vet if they need to go. Will look elsewhere for insurance

C Finn

I am extremely disappointed with the experience I had with Petsure. After a year of paying £23 per month for my cat insurance, my premium was shockingly increased to £65 per month – nearly three times the original amount. This increase was supposedly due to Cherry’s age and a single claim of just £41.23 for a minor urinary tract infection. Despite her being healthy otherwise, Petsure decided to penalize me with this outrageous hike.

This feels like a blatant attempt to exploit loyal customers rather than a fair adjustment based on genuine risk. I still had to cover over £300 in vet bills out of pocket, on top of a £100 excess per claim. I’ve since cancelled the policy and switched to a more customer-friendly plan through my vet. I would not recommend Petsure to anyone who values transparent and reasonable service.

A K

Came to post my negative review and was unsurprising but still interesting to see how many people have also had a negative experience.
Joined Petsure after my other provider had to double their price. But this provider always gave me superb service despite the expense (ManyPets).
With Petsure I tried to file a claim for my pet, they requested some documents which I sent. And a week later I followed up to ensure they had recieved everything they needed. I was told they had, but about a month of waiting later they emailed me directly and told because of insufficient information my claim had been cancelled. I emailed back to clarify and they told me I had missed something they originally asked for. I questioned why they didn't tell me this when I first emailed to confirm and instead confirmed to me it was all sorted.
I reported the cancellation to complaints, and the complaints teamed look into it to REJECT My complaint on the basis that I didn't provide the evidence in time. When I did provide evidence and even checked in to confirm, at which point the duty was on them to let me know if something had been amiss. Therefore their investigation into my complaint was illogical and poorly conducted.

I was able to reopen my claim and after several weeks they said "sorry this isn't covered in your policy" ? You mean to tell me you could have told me this 3 months ago when I originally filed the claim.

Someone looked at the documents, approved, asked for more information, confirmed they had recieved the information needed, a month later cancelled the claim based on lack of information, rejected a complaint on this miscommunication, reopened the claim then confirmed what they should have done in the first place - rejected the claim when it didn't align with the policy!!!

Of course the customer has a responsibility to be aware but if mistakes happen why is this company so full of themselves!!! Any other provided would have told me then and there I had made a mistake on the claim. And even in the off chance that it had gotten past that section why would they approve it and ask for more info, approve that and then months later correct their mistakes. They cause more stress for their clients.

After this I cancelled the policy and got another one with a different provider.

M7999 7999

3 times i contacted this sham company to cancel policy. Each time assured it had been. Yet continued to take money out my account. Now refusing to give my money back that they should never have taken. Going to ombudsman now to complain. Customer services are diabolic ... go with this provider at your peril !!!

Edit ... you have my details i submitted them on 28th June, and have been in email contact with your agent Lauren since 1st August. Despite being told my policy had been cancelled this was a lie. But im the one being called liar saying you dont have proof i cancelled. Youve taken 3 payments july, august and September all without consent. You are a terrible company and i dont recommend anyone takes a policy with you.

Edit ... just contacted my bank and done direct debit indemnity claim. Got my money back. Strongly urge anyone who is having money taken out their accounts by this sham company without consent to do the same. Complaint still lodged with Financial Ombudsman to investigate this company and their conduct.