Everyone at 4Paws is friendly and helpful and my claim last year was dealt with quickly and efficiently. My only criticism is that there was no 'wiggle' room on the renewal price.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
I have been with 4 paws for several years now, and I am honestly starting to feel trapped within the scheme. I've had no issues with payout, however my price plan seems to increase by £100 yearly, des... See more
Company replied
Unfortunately, our little angel was diagnosed with Lymphoma and she passed away. I hope no one goes through this pain. During this difficult time, we never had to worry about chasing 4Paws - they made... 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
752 reviews
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Happy Customer
First time I have claimed for my cat. Very efficient staff on the helpline. Claim was verified really quickly and the money was in my bank account within a few days too. Emails on every part of the process. Very happy customer thanks
10 July 2025
Reply from 4Paws Pet Insurance
Good morning Karen Thank you so much!
We are happy to read about your positive first-time claim experience for Casper.
We appreciate your kind feedback regarding our efficient claims team, the quick claim verification, and the prompt payment. We're glad you were kept informed throughout the process. I will ensure this is fedback to the relevant teams.
We hope Casper is making a full recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Felt Stitched up by 4Paws
I chose 4Paws as they had better dental cover than my existing insurer, the premium was reasonable and they had good reviews. It took me two days to peruse their Ts & Cs. I therefore paid the annual premium in full though there was no financial incentive. However, since my experience, there appears to be a downturn in their reputation. As far as my pet in concerned, the facts as I see them are as follows:
My cat started overgrooming and I had to take him to the vet a few times. After some consideration I put in a claim. However, I was rather alarmed when it was turned down due to a precondition.
In taking this decision, 4Paws tried to link this to a spot he had had on his bottom lip, both conditions said to be allergy related. I challenged this decision but to no avail.
There then followed lengthy correspondence, carefully orchestrated by those who were well trained. They were clearly very confident and remained polite throughout. This intellectual exercise took about three months, including my attempt to get the decision overturned. They confirmed:
'...that all the information was reviewed by senior assessors and passed to the underwriter, Covea, for further assessment.'
In their defence and with reference to the spot on the lip and the overgrooming, oddly enough they concluded:
'...until there is a definitive diagnosis to confirm that they are NOT related (my emphasis) we are unable to overturn the decision.'
It was also unclear who I was dealing with since I got communications from a Jigsaw Insurance, part of the pib Group! Who? On enquiring I found:
'...4Paws is a trading style of NCI Insurance Services Ltd. which is an appointed representative of Jigsaw Insurance Services Ltd. Your insurance policy is underwritten by Cover Insurance, part of the Covea Group.'
At one point I also got communications from a Thistle Insurance as well.
They partly upheld my complaint agreeing that they had not been as clear as they could, particularly in relation to correspondence with my vet. Thy said:
'Please let me assure you that we will do out utmost to do better in the future.'
They clearly expected me to renew my policy but there was no suggestion of compensation, only the statutory invitation to report the matter to the Ombudsman. I decided against it as they are bound to take months to reach a verdict, which would no doubt find in favour of the large company. Any compensation, if any, would no doubt be minimal.
At not yet four years old, my little boy has been left virtually uninsurable thanks to 4Paws. At the time of writing I can only insure him for Accidents and have done so elsewhere. 4Paws does not even give advice to rejected claimants, no doubt because there is no profit in it.
It you want to avoid feeling stitched up, my advice is to steer well clear of 4Paws and all their accoutrements.
3 July 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Mrs Airey
Thank you for taking the time to share your detailed feedback.
I am truly sorry to hear about your experience and the frustration it has caused you and your cat.
We understand how important it is for pet owners to feel supported and reassured, especially when it comes to their pet’s health.
I appreciate your comments regarding the claims process and the clarity of our communications. We always aim to be as transparent as possible, and I am sorry that this was not your experience.
Regarding your claim, I can confirm that our team, including Senior Assessors and The Underwriter; Covea, carefully reviewed all the information provided. The decision to decline the claim was based on the Policy Terms relating to pre-existing conditions. In this case, the overgrooming was considered potentially related to a previous issue (the spot on your cat’s lip), both of which could be allergy-related. As you mentioned, without a definitive diagnosis confirming these conditions are unrelated, we were unable to overturn the decision.
Whilst I completely understand from a personal prospective, you see this as unfair, as a insurance provider, we must ensure all claims are assessed in line with the Policy Terms and Conditions to ensure all customers are treated fairly.
I understand this is disappointing, and I appreciate how frustrating it must be to feel that your concerns were not fully addressed. But I can assure you that all claims are carefully considered and assessed as fairly as possible.
I also acknowledge your comments about the number of different companies involved and the confusion this caused. 4Paws is a trading style of NCI Insurance Services Ltd, which is an appointed representative of Jigsaw Insurance Services Ltd, and your policy is underwritten by Covea. Jigsaw Insurance is an insurance broker that provides a variety of insurance products. It became part of the PIB Group following its acquisition in 2022. We recognise that this can be unclear, and we are working to improve the clarity of our communications so customers know exactly who they are dealing with at each stage.
I am sorry that you felt unsupported after your claim was declined and that you did not receive advice on what to do next. We are reviewing our processes to ensure that, in future, customers receive clearer guidance and support, even if their claim is not successful.
Your feedback is invaluable in helping us improve our service. We are committed to learning from your experience and will continue to review our procedures to provide a better experience for all our customers.
If you would like to discuss your case further or if there is anything else we can do to support you, please do not hesitate to get in touch.
Thank you again for your feedback, and I am truly sorry for the distress this has caused you and your pet.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Great reliable company
Great reliable company, took a few weeks for an update and then the reimbursement followed swiftly. Highly recommended.
23 July 2025
Reply from 4Paws Pet Insurance
Hi there Mrs Johnson
Thank you so much for your kind words and recommendation!
We really appreciate your patience while waiting for your update, and we’re glad to hear the reimbursement followed swiftly.
Thank you for trusting us – if you ever need anything else, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Dealt speedily with my claim and money…
Dealt speedily with my claim and money was in my account within a few weeks. Thank you!
23 June 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Nicholson
Thank you so much for your lovely feedback!
We’re delighted to hear that your claim was handled quickly and that the money reached your account within a few weeks.
If you ever need any further assistance, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid at all costs!
In all the years we've had our dog insured by this company we've only claimed twice and each time they have tried it on with us.
The first time our dog had a lump removed and they refused to pay point blank. I spoke with the specialist and he wrote a letter saying that they should pay and that their excuses were without merit and they then paid up. Obviously their default position is not to pay and hope the customer doesn't challenge it! Make sure you do.
The most recent experience our dog had an eye removal procedure due to a mass under the eye being detected and they tried to wriggle out of paying again saying that a little wart on his eyelid that he'd had for years was the cause. Once again the specialist wrote to them to tell them it was nothing to do with the mass and at first they ignored him,I then threatened to take them to the ombudsman and they relented. My specialist told me that he has never known an insurance company to ignore his guidance and the receptionist said that they were the worst company they had ever dealt with. They then tried to claim that my dog had been aggressive years ago when having a seed removed from his ear so they wouldn't insure me if he was aggressive with the surgeon and he wouldn't be covered in the street.
Just before I claimed I'd had a renewal for roughly the same as I was paying,£178pm, which draws gasps from those I tell. They then hiked my premium to over £300pm! We now put away money instead rather than pay these crooks.
What really gets me is that I diligently paid over the odds for years for peace of mind should anything happen. My wife and I had the most terrible time, not only worrying about our dog but whether 4paws would pay. So absolutely no peace of mind, only extra worry!
Please take my advice and don't use this company but if you insure with them fight them all the way when they inevitably try to avoid paying out.
16 July 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for sharing your experience. I’m very sorry to hear about the difficulties you’ve faced and the distress this has caused you and your family.
Without access to your specific policy details, I’m unable to comment on your individual case. However, I can assure you that all claims are assessed strictly in line with the Policy Terms and Conditions. I want to assure you that all claims are assessed fairly and consistently, and we would never avoid paying a valid claim, as this would not be lawful. If a claim is not covered, there will always be a specific reason in line with the Policy Terms and Conditions.
I’m sorry to hear about your concerns regarding the increase in your premium. I understand how important peace of mind is when insuring your pet, and I regret that your experience has not met your expectations.
Premiums can change for a number of reasons, including your pet’s age, claims history, and changes in veterinary costs.
I apologise again for the experience you have had. Please be assured that all our actions are carried out in line with our policy Terms and Conditions. We would welcome the opportunity to review your case in detail and provide specific explanations for our decisions. If you would like to discuss this further, please contact us on 01423 535040. Our office is open Monday to Friday, 9am to 6pm.
Your feedback is important to us, and we take it seriously as we continually review our processes, so we thank you for taking the time to leave this feedback.
Kind regards
Lauren
Pet Assessment Team Leader
Excellent service
Great communication, excellent speedy service. No hesitation in renewing my insurance policy with 4Paws
26 June 2025
Reply from 4Paws Pet Insurance
Good morning Wendy
Thank you so much for your kind words! We’re delighted to hear you’ve experienced great communication and excellent, speedy service with us.
It’s wonderful to know you have no hesitation in renewing your insurance policy with 4Paws.
If there’s anything else we can help with, please let us know—your continued trust means a lot to us!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Quick and easy.
Pleasant to deal with, understanding and helpful. All dealt with by Ted’s vet who diagnosed and investigated his problem. Claim money was paid directly to my account to compensate vet’s fees.
27 June 2025
Reply from 4Paws Pet Insurance
Good afternoon Mr McCarthy
Thank you so much for your kind feedback!
I’m really pleased to hear you found the service pleasant, understanding, and helpful.
It’s great that Ted’s vet was able to diagnose and investigate his problem efficiently, and that your claim was paid promptly to cover the vet’s fees.
If you need anything else, please don’t hesitate to get in touch.
Have a great weekend.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Prompt processing and payment with…
Prompt processing and payment with consistent updates so I knew where my claim was in the process.
12 June 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Robinson
Thank you so much for your feedback.
I’m really pleased to hear you found the processing and payment prompt, and that the consistent updates kept you informed throughout your claim.
Your positive experience is greatly appreciated!
We hope Laith is feeling much better, if you do need us in the future, please don't hesitate to get in touch.
Have a great day.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid - huge premium hikes
Avoid, premium doubled from £30 to £60 a month after having our dogs teeth cleaned by the vet. They contributed around £100 after the excess and it was only an optional preventative measure. Our dog is a 4 year old health cocker spaniel and no other claims were made to justify it going up. He has two check ups a year including blood tests and has always received perfect results.
1 July 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for sharing your concerns. I completely understand how frustrating it must be to see your premium double, especially when your dog is healthy and the recent dental procedure was purely preventative.
Premium increases can be influenced by a range of factors, including changes in the wider insurance market, adjustments to risk assessments, or updates to policy terms.
While a claim for a preventative dental cleaning may seem minor, sometimes even small claims can impact future premiums, particularly if they relate to ongoing care. I must also confirm, we will only cover a dental treatment, if a dental illness is present.
I appreciate that your cocker spaniel is in excellent health and that you’re proactive with regular check-ups. If you’d like, I can look into your specific policy in more detail to see if there’s anything further we can do or explain the changes more clearly. Please let me know if you’d like to discuss this further or if there’s anything else I can help with.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reliable
Everyone at 4Paws is friendly and helpful and my claim last year was dealt with quickly and efficiently.
My only criticism is that there was no 'wiggle' room on the renewal price.
23 June 2025
Reply from 4Paws Pet Insurance
Good afternoon Mrs Marrache
Thank you so much for your kind words about our team and for sharing
your positive experience with your claim.
We’re really pleased to hear that you found everyone at 4Paws friendly and helpful, and that
your claim was handled quickly and efficiently.
We appreciate your feedback regarding the renewal price and understand your concerns about flexibility. Please be assured that your comments will be shared with the relevant team for review.
If you have any further questions or need any assistance, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
When our dog Beti was very ill we took…
When our dog Beti was very ill we took her to our vets and contacted 4paws pet insurance. No hassle or excuses just paid the claim when presented to them
No hassle and no delays
29 May 2025
Reply from 4Paws Pet Insurance
Hi Dennis,
We're so glad to hear that the claim process for Beti's care was smooth and timely. We aim to provide the very best service at all times so you can concentrate on what is important.
We appreciate you sharing your experience with us, we hope Beti made a speedy recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Dealing with 4paws with a claim.
Good communication throughout our claim with no problems.
12 May 2025
Reply from 4Paws Pet Insurance
Good morning David,
We're happy to hear that our communication met your expectations during the claim process, and we appreciate your positive feedback.
We hope Brodie is recovering well.
Kind regards
Chloe
Pet claims assessment supervisor
Excellent response time following…
Excellent response time following submitting a claim. Just one query raised by the 4Paws team which was dealt with very quickly and settlement received shortly afterwards.
30 May 2025
Reply from 4Paws Pet Insurance
Hi,
Thank you so much for taking the time to leave us this brilliant 5-star review.
We're happy to hear that our claims process met your expectations. It's great to know that our team's prompt response and efficient handling of your query led to a quick resolution.
Kind regards
Chloe
Pet claims assessment supervisor
Having previously worked for a pet…
Having previously worked for a pet insurance company myself it was nice to see the difference in enthusiasm from your CS staff.
Just spoke to Danny on the sales/renewals team and set up a new policy for my 2nd kitten Pebble.
Danny was friendly , had great soft skills and very thorough and clear with the reading of policy terms. Super great service
1 July 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Ellie
Thank you so much for your lovely feedback. It’s wonderful to hear that, with your background in pet insurance, you noticed the enthusiasm and dedication of our customer service team. I’m delighted that Danny provided such friendly, thorough, and clear service when setting up your new policy for Pebble.
We really appreciate you choosing us and taking the time to share your experience.
If you need any help in the future, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Stormzy my wee moggy
Stormzy my wee moggy, was being constantly sick, so I took him to the vets. were loads of tests were done on him. It turns out he had acid reflux were all the food doesn't go to his stomach, but lies in his esophagus. I used my 4paws insurance as it was very expensive. 4paws made it simple, the claim was forwarded to them and they sorted out quickly and efficiently with no hassle. And now I have one happier kittie.
30 April 2025
Reply from 4Paws Pet Insurance
Good morning Ms Freel
I’m so glad to hear that Stormzy is feeling better now. It must have been really worrying to see him so unwell, but it’s great that the vets were able to find out what was wrong and get him the treatment he needed.
It’s also wonderful to know that here at 4paws insurance we have made the process so straightforward and stress-free for you.
Give Stormzy a little fuss from me—here’s to many more happy and healthy days for your lovely kitty!
Kind regards
Lauren
Pet Claims Assessment Team Leader
I KNOW that our insurance claim will be dealt with quickly.
I KNOW that our insurance for our beautiful and loved dog has increased substantially because of her age. I also know that we need this insurance, not only for the possible and probable age related conditions she might suffer from now she is categorised as an 'aged dog', but also in the event of accident caused by her, possibly running over a busy road should she see a welcoming friend, and causing a serious accident. We love her to bits. Our recent claim for treatment for her arthritis has been dealt with so quickly and thoughtfully. Thank-you for your understanding and speedy payment. Lyn and Jim Towers
29 April 2025
Reply from 4Paws Pet Insurance
Thank you so much, Lyn and Jim, for your heartfelt message.
We truly appreciate your understanding regarding the changes in your insurance as your beloved dog gets older. It’s clear how much she means to you, and we’re glad we could support you with her recent arthritis claim.
Your trust in us means a great deal, and we remain committed to providing quick and thoughtful service whenever you need us.
Thank you again for your kind words.
If you ever need our help again, please don’t hesitate to reach out – we’ll always be here to support you in any way we can.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Really good service
Really good service. Highly recommended. Very efficient and lovely customer service.
26 June 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for your kind feedback.
We’re delighted to hear you received efficient service and found our team lovely to deal with.
Your recommendation means a lot to us, and we remain committed to providing excellent customer service.
Should you need us again in the future, please do get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Very pleased with the service I… easy to do and dealt with quickly.
Very pleased with the service I received from you guys nice and simple to get the process started. The claim was dealt with very quickly. The other nice thing was I was kept informed of what was happening through the process.
1 May 2025
Reply from 4Paws Pet Insurance
Hello there, Mr Main
Thank you so much for your lovely feedback! We’re delighted to hear that you found the process simple and that your claim was handled quickly.
It’s great to know you felt well informed throughout. Providing
an efficient and transparent service is very important to us.
If you need any further help, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
We'd been happy customers for 6 years…
We'd been happy customers for 6 years accepting the occasional price rise for our Life Plan pet insurance, however this year our premium went up 40% vs last year (£480 vs £340) despite having a clean run of 4 years no claims.
We voted with our wallet and left, deciding to self-insure.
20 June 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi Jamie
Thank you for sharing your feedback and for being a valued customer for the past six years.
We’re truly sorry to hear about your disappointment with the recent premium increase. We understand how frustrating this can be, especially after a long period without any claims.
Premium changes are influenced by a range of factors, including wider market trends and the rising cost of veterinary care, but we appreciate that this doesn’t make the increase any easier to accept.
If your circumstances change in the future, we’d be delighted to welcome you back.
Thank you again for your loyalty over the years.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Quick to pay claim and kept me informed…
Quick to pay claim and kept me informed at each stage
16 May 2025
Reply from 4Paws Pet Insurance
Good morning Miss Young
Thank you for your feedback! We’re really pleased to hear that your claim was paid quickly and that you felt well informed throughout the process.
Keeping our customers updated every step of the way is a priority for us.
If you need any further assistance, please let us know
We hope Digger is feeling much better.
Kind regards
Lauren
Pet Claims Assessment Team Leader
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