Good progress information and handled quickly. This was my first claim on 7.5 year old dog and i hadnt read the small print about 15% deduction for 'old' dogs. Hence sum covered was less than i though... See more
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Review summary
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Never claimed but premiums were low till renewal, even with no prior conditions and a new policy quote inflated the price. Went elsewhere for same cover half the price, Sales were awful so pushy kep... See more
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Following the death of our pet we made two claims with 4paws. Their processes have been easy and straightforward which made this difficult time a little easier. The advisors we dealt with have been sy... See more
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I have been with 4 paws for 5 years, never made a claim before but Ruby has recently been diagnosed with a spinal issue and needs major surgery. I called, worried, expecting a robot. I got through to... See more
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Company details
About 4Paws Pet Insurance
Written by the company
Like you, we love our pets, which is why we’ve created a comprehensive range of products providing you and your pet with different levels of cover to suit every budget.
We pride ourselves on our 5 Star Defaqto rated policies and have been awarded the Feefo Platinum Service award for customer excellence for the 4th year in a row with a customer service rating is 4.6/5 from over 3800 reviews.
We go the extra mile and offer our policyholders unlimited free 24/7 video consultations with a registered vet through the FirstVet app.
Our claims are settled in house by our experienced and compassionate UK based advisors. Cover can start from as early as six weeks old and payments can be paid directly to your vet if required.
Find out more about 4Paws Pet Insurance and discover why we’re rated ‘Excellent’ on Trustpilot.
visit the website
Contact info
59 Copthall Bridge, Station Parade, HG1 1TT, Harrogate, United Kingdom
- 01423535040
- petclaims@4paws.co.uk
- 4paws.co.uk
3.9
Great
762 reviews
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Dishonest, Manipulative, and Exploitative – Stay Away from 4Paws! Epically New Pet Owners & those with a Disability!
I’ve never been so disgusted by a company’s practices. 4Paws Pet Insurance has proven themselves to be unethical, dishonest, and entirely untrustworthy. I strongly urge anyone thinking of using them to stay far away.
I took out insurance for my 14-week-old kitten, and they’ve done everything possible to avoid paying out on a valid claim. First, they tried to retroactively change the start date of my policy to weasel out of covering my kitten's condition. Then, they shifted their excuses to claim he wasn’t covered because I hadn’t yet brought him home when I took out the policy —something they never made clear when I signed up and is actually untrue in their own policy wording. Their terms are deliberately vague and misleading, designed to leave you uncovered when you need help most.
What makes this worse is that 4Paws knew about my disability and memory issues from the start, asking me whether I had any disabilities under the guise of trying to be helpful and accommodating, yet they shamelessly used this against me. They gaslit me into believing I was in a 14-day waiting period, which wasn’t true, and two separate staff members fed me the same lie, insisting I was mistaken. Their treatment was not only stressful but potentially life-threatening for my kitten, as they delayed his much-needed care with their manipulative tactics. And if I hadn't pursued it further I would have been left thinking my pet was uncovered. I wonder how many other people they have tricked with this same method and left their pets lives at risk.
If you have a disability, steer clear of this company. They will take advantage of your vulnerability and twist the situation to their benefit. 4Paws has no integrity, no compassion, and no respect for their customers.
I will never use them again, and I hope this review spares others the same nightmare. Avoid 4Paws at all costs—your pet’s life might depend on it!
20 September 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi Hannah
Firstly I would like to offer my apologies that you are unhappy with the service you have received from us here at 4Paws.
I can confirm following our previous conversation, we have explained the reasons why we are sadly unable to cover your recent claim for your Kitten Hector following a referral to your underwriter and provided you with options.
In relation to you feeling like you were not made aware of specifics when you signed up for the policy, this was purchased online and you have to agree with the assumptions before purchasing any policy with us but, we always welcome all of our customers to call our team to discuss anything they may be unsure of.
I am sorry you feel we are using your disability against you, this is not our intention. We ask all of our customers if they have any vulnerabilities in order for us to make any amendments to our service or communication. In order to treat all of our customer fairly.
We cannot make decisions on whether your pet is not to have treatment at any time. This is for you to discuss with your veterinary practice.
I can confirm you will shortly receive your Final Decision in relation to your complaint, which will detail our full response.
Kind regards
Chloe
Pet Claims Assessment Supervisor
We had no problems when making a claim
We had no problems when making a claim. The lady on the phone was very helpful.
Excellent customer service.
8 August 2024
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for taking the time to leave us this amazing 5-star review.
We are delighted to hear your claims experience was straight forward for you.
Here at 4Paws we pride ourselves in giving our customers the very best service at all times, as we can appreciate how stressful and worrying it can be when your fury friend is unwell. So to hear we did just that on this occasion, means the world to us.
I will be sure to pass your lovely comments on to the handler you spoke too.
We hope Arthur is feeling much better now, however should you need us again in the future, please dont hesitate to get in touch.
Kind Regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Good morning
Thank you so much for your kind words.
I am so pleased to hear that we settled your claim quickly and that you found us easy to communicate with. We know that it can be a stressful time when your pet is unwell and we aim to make this process as easy as we can for our valued customers.
If you do need us for anything else in the future, please do not hesitate to contact us.
Kind regards
Craig
Pet Manager
Strong recommend
Easy to sign up, and really helpful when I had to claim. No quibbles and friendly support over the phone.
8 August 2024
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your review.
There is nothing better than hearing our valued customers would recommend our services to others, it really does mean the world to us.
I am so pleased that you were happy with the online sales journey and also, with the claims process.
Thank you again for taking your time to leave us this review, we really appreciate it.
Kind regards
Craig
Pet Manager
I had to claim for the first time and…
I had to claim for the first time and it was so easy and paid out within 2 weeks.
Really pleased
1 August 2024
Reply from 4Paws Pet Insurance
Hi there
5 stars - thank you so much!
We certainly aim to provide our customers with a 5 star service and I am so pleased that you were happy with the claims service you received from us.
If you do need us for anything else, please do not hesitate to contact us.
Kind regards
Craig
Pet Manager
My claim was dealt with very quickly…
My claim was dealt with very quickly and no fuss. Would highly recommend them.
8 August 2024
Reply from 4Paws Pet Insurance
Good morning
Thank you so much for your comments, we really appreciate it.
I am pleased that we were there for you when you needed us and as a result of the service you received, you'd now recommend our services to others.
From us all here at 4Paws, we hope you have an amazing weekend.
Kind regards
Craig
Pet Manager
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your amazing 5 star review, we really appreciate it.
I am so pleased you have been happy with everything, this is certainly what we aim for.
If you do need us for anything, please do not hesitate to let us know.
Kind regards
Craig
Pet Manager
The company refused to pay out on a Dental Claim
The company refused to pay out on a dental claim for my dog because he needs to be muzzled at the Vet surgery. Usual references to the Policy even though the vets stated that they were unable to look at the dogs teeth on his regular yearly check up. Read the small print if you do take out a Policy...
6 September 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Andy
Thank you for taking the time to leave us a review.
We are sorry that you are not happy that your claim for your pet has been rejected.
From looking into your policy, I can see the reason you claim was rejected was due to Spot not having a dental check-up. Please allow us to refer to our Policy Terms and Conditions - SECTION 1A - Veterinary Fees
What we will not pay:
33. Any dental treatment or complementary treatment unless your pet had a dental examination carried out by a vet in the 12 months before the clinical signs of the injury or illness were first noted and you provide evidence of the dental examination.
Whilst I appreciate your claim outcome was not what you was hoping for, we need to ensure all claims are assessed in line with the Policy Terms and Conditions.
If you wish to discuss this further with a member of our team, please give us a call on 01423 535 040 and we will be able to look into this further for you.
Kind regards
Emily
Senior Pet Claims Handler
Only issue was the phones could get…
Only issue was the phones could get very busy and I was unable to get through. Claims paid fairly promptly. First time ever claiming and experience was a little frustrating but it improved as time went by.
13 June 2024
Reply from 4Paws Pet Insurance
Good morning Tessa,
Thank you so much for leaving us this review.
We are sorry to hear that you had issues contacting us via phone. We do apologise for any inconvenience this caused. We are experiencing a high volume of calls during the day however, we are trying our very best to answer each call to offer the very best support we can. If you struggle via telephone again please do email us on petclaims@4paws.co.uk to request a call back or to discuss your query further.
We are glad to hear that Stanley’s claims were settled and we hope he is making a full recovery.
Kind Regards,
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hello Liz,
Thank you so much for taking the time to leave us this review.
We are so happy to hear that you found our team helpful during your pre-authorisation claim process.
We pride ourselves on providing the very best service when you need us.
We hope Etta is feeling well now.
Kind Regards,
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hello Juan
We’re so glad to hear you are happy with our service. Thank you for choosing 4 Paws and for sharing your experience.
We hope Empathy is doing well.
Kind Regards,
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Good morning Amanda
Wow, 5-stars!
It really means everything to us when we read the reviews from our wonderful clients. We aim to provide the claims journey as easy and quick as possible to ensure you can concentrate on your beloved family pet.
We hope you and Oliver are well.
Kind Regards
Emily
Senior Pet Claims Handler
Excellent!
Unfortunately, my dog has a life long condition and so this is not our first claim on this policy. As always though, a very swift and painless process to make the claim. I just fill out my party of the claim form, my vet does the rest and sends on to the insurers and then a very prompt claims settlement. Cannot fault them and when we get another dog will not hesitate to insure with 4 paws!
12 August 2024
Reply from 4Paws Pet Insurance
Hello Dawn
Thank you so much for leaving us such a lovely review and a five-star rating, it really means so much to us!
We’re really pleased to hear you found the process easy when you needed to claim for Bella’s spinal cord disorder.
We hope yourself and Bella are doing well.
Kind Regards
Emily
Senior Pet Claims Handler
First time claim in 10 tears
Very happy with claim being approved and paid on time but not happy with premium going up more than double.
12 April 2024
Reply from 4Paws Pet Insurance
Hello,
Thank you for leaving us a review.
It really does mean the world to us when our clients are very happy with the claims process.
I am sorry to hear you are unhappy with the cost of your premiums. Prices are likely to gradually rise over the years – we do consider Bailey’s claims history and health when we calculate the costs of your premiums. We also use lots of other rating factors like your pet’s breed, age or the costs of vet fees in the area you and Bailey live.
I hope this information helps. However, if you do require anything further, please don’t hesitate to contact us.
We hope Bailey is doing well.
Kind Regards,
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hello Margaret
Thank you so much for taking the time to leave us your kind review, it really does mean the world to us.
We’re really pleased we could be there for you and Timmy when you needed us.
We hope Timmy is doing well.
Kind Regards
Emily
Senior Pet Claims Handler
Very good experience no quibbling over…
Very good experience no quibbling over the amount and paid out in a short time
11 June 2024
Reply from 4Paws Pet Insurance
Hello Christine
Thank you so much for your review and 5-star rating.
We’re really happy you had a good experience with us when you needed to make a claim for Misty’s claw injury.
We hope Misty has recovered well.
King Regards
Emily
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hi David
Thank you so much for taking the time to leave us a review.
We aim to provide all our customers with the very best service so we’re very pleased to hear you found our staff helpful.
We hope yourself and Teddy are doing well.
Kind regards
Emily
Senior Pet Claims Handler
And finally....
Sadly, my fur baby passed this weekend. 4paws has been sympathetic and explained that I can make a claim for the final bills at,any time. They made it easy to cancel. They also always answer the phone whenever I've needed to clarify something.
Over the course of our two years with our rescue bun we had one claim rejected due to a technicality but thankfully it was a smallish bill.
Thinking about just how much all his bills added up to I'm guessing at least £3000 over just two years so my monthly premium was definitely worth it.
I'm really glad we chose 4paws.
Thanks guys.
6 August 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi Sally,
Firstly, please accept our most sincere condolences for your loss of Poppy.
We really appreciate you taking the time to leave this review, we aim to provide all of our wonderful customers with the very best service when they need us as we understand it is already a stressful time.
Sadly we can not cover all claims submitted due to multiple factors however, we are glad to see we were able to provide cover for the other claims you had submitted.
Kind Regards
Chloe
Pet Claims Assessment Supervisor
Excellent experience with my recent claim nt…
Excellent experience with my recent claim for my dog's operation.
Very straightforward claim form process and quick feedback and claim payment.
Would highly recommend 4Paws insurance for their reasonable premium and excellent claim process.
14 June 2024
Reply from 4Paws Pet Insurance
Good morning Mr Pemberton,
Wow, thank you so much taking the time to leave us this amazing review!
We are happy to know we were able to be there for you and Teddy when you needed us.
We hope Teddy has recovered well.
Kind Regards
Chloe
Pet Claims Assessment Supervisor
Reply from 4Paws Pet Insurance
Hi Colin,
Thank you so much for leaving this 5-star review!
Here at 4Paws we aim to provide the very best, efficient claims service.
We hope Harmony's ears are getting better, should you need anything at all, please do not hesitate to contact our team.
Kind Regards
Chloe
Pet Claims Assessment Supervisor
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