The Insurance Emporium - York

Charlotte Adams

Two visits to the vets so far and both times i couldn't claim. I take part blame as i definitely should of read the small print with this company before i paid for a years insurance upfront but overall their insurance is not worth it. They pay less for appointments than the excess! So not even worth making a claim. Would not recommend- in regards to the response, i have not denied what you are saying I'm simply advising this is something potential customers need to really look into as your ‘maximum contribution’ is ridiculous when you look at the fees the vets actually charge and the excess you have to pay on claims. This is my first pet and i wasn't aware how far off your maximum contributions were compared to actual vet bills. I have cancelled my policy this morning i am that unhappy now i have a better understanding of what it is your actually offering or should i say not offering.

Simon Voisin

I registered with Emporium 7 years ago, and from the beginning, I made a mistake: the policy owner and the bank account were different. Since that day, it hasn’t been easy.

However, I think the process is not clear, and the digital process is poor (I know some are not online-friendly, but in 2024 we could do better than this).

The clarity of different subscriptions is unclear. I have to chase them for payment clarity all the time, and it’s not my job. I am paying 100 pounds a month, and I feel like I am losing my money and my time.

I chose this insurance because it was one of the cheapest, and now I understand why. I am glad my dog is not having major issues (lucky me); otherwise, I can’t imagine the nightmare I would have to deal with.

One advice: pay a bit more for another insurance it will be better.

Stephanie Tanner

I've had a lifetime bronze policy for my now 17yr old cat with this company for the past 5yrs. Thankfully he was healthy at the time of my signing up and has since developed 3 long-term conditions. I expected push-back when claiming, but it's been straightforward throughout. Yes, there is an excess to pay for each condition and each year, yes, the policy price goes up slightly, but the payments have continued. Read the small print and check that the policy is what you need, but I have nothing but praise for this company and I would very much recommend.

Celina M

The policy details are really stringent and aren't beneficial at all, especially as the excess is non-refundable.

On the other hand, though, they have the best and loveliest existing customer service team I have ever spoken to. I am not exaggerating-- I was in awe. Everything was explained to me simply and politely, there was nothing hidden, and the person I spoke to on the phone, Brooke, was absolutely delightful and incredibly helpful in answering all my questions and concerns.

Read the policy before you buy, but be assured that you can actually call them and be spoken to/assured in a truly professional manner.

Laura Ellis

Very unfortunately I’ve had to make 3 claims for my pup during his first year of life and insurance emporium have been amazing.

As with any insurance company there are some exclusions / excess etc but if you take the time to read this all before taking out your policy you won’t be left with any surprises.

I was very skeptical when I first read reviews when submitting my first claim but thankfully was very pleasantly surprised 🙂

Thank you!

Ros Donaldson

I have been with The Insurance Emporium now for over a year ….. never did i believe id have to use it for what i have! A dog attack. Off lead GSD v Standard Dachshund!!! However, from the moment I contacted the claims line to see what i needed to do it was seamless. I was supported and directed in just the right way, thank you!
Big thanks to Rachel for the final part 🙂

Callum Clarke

Really poor experience with this insurance company chasing a minor claim for 5 weeks even through a direct claim. We found lots of caveats woven into our contract to basically give them the right to not pay out when they don't want to. This creates a really tough situation where we weren't sure if our dog would be covered for a serious procedure and we had to unfortunately make a difficult decision.

Alex Downard

Terrible. Made a claim for our very sick cat. First claimed they had not received the paperwork which they clearly had. Then wrote to me saying this condition would not be covered in future (thus intimating that it would be for this occasion) then wrote to me again saying that they had told me in 2020 they wouldn’t cover this treatment as he was an older cat. I didn’t even have a policy with them then and it clearly states vets bills are covered for older cats. In the meantime our cat has passed and we are faced with a large bill. Waste of coverage.