Petpalsdirect Reviews 19

If I could give this company -100 stars I would.Disgusting fraudulent company!!! Avoid!!!!!!!!!!!
I feel robbed and cheated!!!!!!
Been paying for over 10 years plus with No claim, then had to and no payout!!!! Absolutely disgusting and waste of money, don’t go near them with a barge pole, We will be contacting watchdog and financial ombudsmen!!!!
I feel sick to my stomach that we have to find £1300, when we thought we were covered and to make it worse we had to keep asking them when would the funds be available and they said 20 working days, so when it got near I messaged them and they said funds would be in our bank in 3-5 days, then that very same day told us that they won’t pay out, absolute criminals and are to be avoided at all costs!!! Really left a bad feeling
Cancelled direct debit immediately

Fraudulent company. Caim to protect your animal then refuse to pay out, even for straightforward illness which is clearly covered by the policy. Been paying them for 10 years - feel cheated out of my money. DO NOT USE

Took ages to collect premium for renewal on direct debit, now find they have taken it 2x. My bank is helping but told me to ring the company today- office is closed no human to speak to! I want our money back and the policy cancelled.

F****** disgusting company, they literally cover F*** all, they will worm their way out of anything to avoid paying. If your thinking of covering your pets with this company DONT there’s so many better ones out there. AVOID AT ALL COSTS

Do not trust this company they will do anything to get out of paying out even if they have already agreed to pay out! Not one claim in my whole dogs life till now and they refuse it after I checked with them before having the operation done that we were covered; I will be cancelling my policy and people save your money yourselves in bank!

Do not use this company ,told by vet very straight forward claim for lump removal,took 5 weeks to review claim to tell me they won’t pay out ,been paying 7 years never claimed ,absolutely disgusted with this company ,money grabbing ,underhand company complete RIP OFF .

If I could give a minus 10 review I would , my dog had to be put to sleep yesterday . I rang the insurers , I pay monthly ( and have done for 9 years ) my insurance runs from June to July.... It's August the first and to claim the £50 back for euthanasia they want me to pay the full years payment of £300 to get £50 back towards the euthanasia fee. ... iv never had a claim in 9 years ... AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID

cancelled policy 2nd year of having insurance with them made one claim would have only received £158 back refused to pay said it was a pre existing illness so wouldn't pay when I queried the date it was before i got him and i got him at 12 weeks and first time it appeared (cherry eye ) he was around 6 months old they pathetic then tell you to medically prove it they want your money but do not want to pay out stay clear of this company put money away in savings account

I have been with this company 8 yrs with no claims, then cruciate ligament required surgery, ok not covered I met the bill and while recovering 6-8 weeks was put on Metacam again which I paid for.
10 weeks later he was diagnosed osteosarcoma of the front leg [newfie] and given Metacam substitute with Onsior. so January was when diagnosed march now, and petpals have said he is not covered because the Metacam/onsior is used for arthritis which he was previously before cruciate diagnosed with.
this after the vets have said that in this case that medicine is used for his current terminal condition.
I very strongly recommend you do not use this company

My dog died on 30 October 2018. The day after, I called Petpals (they are also part of Pet Protect) to inform them and cancelled my policy. A few days later I received a letter from them confirming that they had cancelled my policy. I then discovered that 2 months later they took £531 from my debit card without my authorisation. So they have used my bank details surreptitiously to steal my money. I have reported them for theft.

It is Jan 2019.
A claim for my cat from Aug 2018 has just been paid. BUT NOT AS EXPECTED.
Vet bills came to £600.
I was paid £200 by insurers after A LOT of stress and hassle (I AM NOW HAVING TO TAKE ANTI DEPRESSANTS)
They wriggled and squirmed and made mistakes.
I gave up the fight and took the loss of £300 (excess is £100) to save MY HEALTH.

DO NOT TOUCH THIS COMPANY WITH A STERALISED BARGD POLE !

Stay away these are an auwful company and don't pay out for nothing. Yet take your money for years. Should be looked into by watchdog. Really don't insure your beloved pet with this company.

Beware! Do not use this company to insure your pet, this company is also part of Pet Protect. My dog needed surgery on gallstones and petPals refused to pay saying it was not under any of the qualifying conditions. It seems most if not all pet insurance companies do not cover this condition so please take heed of my advice. With the many lines of small print and worded in such ways as to confuse the potential victim in buying their product I would rather put so much away each Month from my salary to cover future vet fees. All these insurance companies rip people off and they are the ones on the make.
As of today I have cancelled future payments to them via DD.
If you can save money in a bank account for such emergencies.I have had to apply for a £1,800 Loan to pay for the operation and no gaurentee if I will get it.
Do not use this company.

Policy was cancelled in 2017, hadn’t heard anything afterwards so I assumed that all had been adhered to and all was cancelled. Then in 2018 I found that they had charged me again. Fuming at the thought I rang them immediately, explained everything and only now has this issue been resolved, with a lot of letters sent to the previous address (luckily the person renting the house knows me well so I got access to the letters including £10 voucher to selected shops, one of them being Thornton’s, but it’s going to take a lot of chocolate to calm my stress levels let me tell you),included in the letters was another letter with further confusion at the automated letter saying that I would be charged again for 2019. So I ring up again, even more rage this time as the sheer incompetence of the company, to deduce the poor woman on the other end, after 6 minutes of not so calming music, to someone stuttering and not getting a word in edge ways. Finally get through to someone of higher authority and did a little bit more emphatic talking to him, now all is sorted. Key bit of advice here is that if you cancel a plan, just make sure to talk with your bank and cancel the direct debit as well because who knows what kind of monkeys they employ at the other end to program their systems. All the best to the company and may they not last much longer.

Had this insurance for 7 years now, got it on a comparison site, have been happy until i had to make a claim, because dog was ill with something i have never heard off, and isn't on the list of what is allowed to be wrong with the dog, they are not paying out, thousands of pounds of premiums paid, first time i have claimed (£300) its been refused. Do not insure your dog through these people, wish I had checked the trust pilot score before i used them, but didn't see this on "compare the market"

After queuing on the telephone for 30 minutes to speak to customer service about our policy someone cut me off. I am now 15 minutes into my second call and still listening to the same music. Worst service I have ever experienced!

We have been insuring 2 cats for the last 4 years with petpals so a good £300 a year for the pair. Hopefully you never have to claim because on 2 occasions now they have failed to pay anything at all. Our cat recently had a virus, so was treated with lots of different checks and tests. Because the cause was 'not a named illness' there was no payment. So the cat got ill, no reason but no its not covered. Bearing in mind they are both housecats so don't have many problems to pick up. What are we paying for?!?! This has left us with a bill of £1200. Thankfully our policy was up for renewal pretty much after that so we have cancelled both straight away.
Even the vet could not believe it and have contacted the insurance but got nowhere.
Check the terms carefully before buying as this insurance is pretty much a waste of time. It doesn't even cover dental work at all which is something else we are now having to pay for.

Do not use, have been with them 6 years never made a claim, paying £15 a month for a policy that is so specific it is next to useless. I am so upset and furious, the only reason I have pet insurance is to give peace of mind that I won't need to worry about vets bills but I now find out I've been paying all this time and effectively have not been covered.

I never leave reviews normally but I'm so incensed by the attitude of this company I felt compelled.

I took out the 'QuickCare Outdoor Cat' insurance with PetPals Direct for our cat Billy, in March last year. Unfortunately, I didn't read any reviews beforehand. As I found them on a compare site I assumed they would have to reach a certain standard but it seems that's not a filter that comparison sites apply.

Billy had a small accident while out where he half pulled out one of his claws. Confident that the vet visit and treatment would be covered I claimed. I was refused on the grounds that the specific injury namely a 'pulled out claw' wasn't named on the policy schedule and so was not covered. After a little arguing and not getting anywhere I decided that someone else would have my business and so cancelled the policy. I am now following up with the financial ombudsmen.

My woes took a further turn when the injury had further complications which weren't covered under the new policy, as it was an existing condition, and so now I'm out of pocket by a small fortune.

Now to add to the insult, three months after cancelling the policy they are still taking money from my account by Direct Debit. These people are cowboys and should be stuck off any insurance registers.