Frank make submitting a claim simple. When you're worried and scared about the health of your beloved family dog, they handle your claim efficiently, liaising directly with the vet and paying our clai... See more
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Very simple process when we unfortunately had to make a claim for our old dog who was attacked by another dog off its lead, they thereafter claimed the money back for the surgery from the other dogs o... See more
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I’m just about to start my second year with Frank pet insurance. I haven’t needed to call on their services but was happy with my original cover and price . I’ve recently revisited my second year wh... See more
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Wow very quick and the email response was very quick almost instant, the gentleman I spoke to on the phone was helpful , informative and patient he understood how worried we were. The claim was s... See more
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Company details
Written by the company
Honest, simple, game-changing pet insurance. We're also majorly pet obsessed, which means we always put your furry friends first.
Contact info
100 Bishopsgate, EC2N 4AG, London, United Kingdom
- info@frankpetinsurance.co.uk
- www.frankpetinsurance.co.uk
4.5
Excellent
1K reviews
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Replied to 100% of negative reviews
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Rejected a cancer claim for a toothless cat by citing the lack of an optional "Dental Booster"
I have a working level of understanding within the insurance industry, and the "investigation" conducted by Frank/Casualty & General Insurance into my cat’s terminal cancer claim is the most staggering display of negligence and factual fabrication I have ever encountered.
My cat, Touka, was diagnosed with a malignant mass in the mouth just before Christmas. Frank rejected the claim, citing a "Dental Booster" exclusion. The irony? My cat has been documented as having NO TEETH for over five years. My veterinary records explicitly state: “Ongoing dental care N/A due to not having any teeth left.” To penalise a grieving owner for failing to provide "preventative dental care" on a toothless pet is medically and logically farcical.
In their Final Response Letter, their complaints team "confirmed" that a surgical mass removal took place. This never happened. They quite literally fabricated a medical procedure to justify a rejection. And then had the audacity to double down on this when I pointed out they'd made an obvious mistake.
It is painfully obvious that this firm is using automated tools like ChatGPT to gatekeep claims. Their responses ignore the euthanasia/cremation costs entirely (which are covered end-of-life benefits) and hallucinate medical events that never occurred. Their "process" is cold, robotic, and lacks any human due diligence.
Also demanding that a grieving owner "prove" a malignant tumour didn't originate from the gum - in a cat with no teeth - is a violation of the FCA’s Consumer Duty and Cross-Cutting Rules. Forcing a customer to battle for a legitimate payout while they are mourning a pet put to sleep just before Christmas is a failure of basic human sensitivity.
I have escalated this to the Financial Ombudsman (FOS) as a professional witness to their non-compliance with PRIN 12 and ICOBS 8.1.1. If you value your pet’s care or your own mental health during a bereavement, avoid this firm at all costs. They don't investigate claims; they automate rejections.
I will fight this until a formal ruling is published.
And hey look - even their responses on here are AI generated templates! "Real people" was it?! Talk about not reading the room 😂
8 January 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Sam,
We’re truly sorry for the loss of your beloved cat and thank you for sharing your review.
Decisions on claims are made based on the information provided, the veterinary evidence available at the time, and the terms of the policy which are available to you at all times on the customer portal.
We appreciate that you’ve already raised a formal complaint, and please rest assured that it’s receiving full attention from our complaints team. They will be in touch once they have finished their investigation.
The Frank Pet Insurance Team
[Updated 22 Jan 2026]
Dear Sam,
We’re truly sorry for the loss of Touka, and we appreciate you taking the time to share your experience.
We want to reassure you that we don’t use “robots” to handle complaints or make decisions. Our teams are made up of real people who review the policy terms alongside the veterinary evidence available at the time.
We understand you’ve now escalated your complaint to the Financial Ombudsman Service (FOS). We will provide all information requested so the case can be independently reviewed.
Please rest assured the process is designed to ensure a correct outcome. If anything was missed or errors are identified, we will get this resolved.
The Frank Pet Insurance Team
Renewal…
I inadvertently cancelled the renewal before I realised that I had mixed up renewals for car and pet !!!
Staff dealt with it quickly and professionally, resolved the matter, and my policy has been renewed. Thank you.
6 January 2026
Reply from Frank Pet Insurance
Hi Stephen,
Thanks for sharing your experience, it happens to the best of us! We're really glad our team could jump in quickly and get everything sorted without a hitch. Your pet's policy is back on track, and we're happy to have you both still part of the Frank family.
Give your furry sidekick an extra cuddle from us!
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Diane,
Thank you for your kind words, it means the world to us.
We know how important it is to feel supported during stressful moments, and we're so glad our team could be there for you with care and compassion. Fast, easy, and genuinely thoughtful is exactly how we aim to be.
Warmest regards,
The Frank Pet Insurance Team
Quick and efficient response
29 December 2025
Reply from Frank Pet Insurance
Hey Jane,
Thanks for the kind words! We’re all about keeping things quick and easy, so it’s great to hear you had an efficient experience with us.
The Frank Pet Insurance Team
Helped with questions I had regarding…
Helped with questions I had regarding my claim. Communication via email was quick and easy to understand. Processed payment quickly once claim was settled.
Very happy.
23 December 2025
Reply from Frank Pet Insurance
Hey Graham,
Thanks so much for the lovely review! We're really glad we could help answer your questions and keep things clear and simple throughout. Quick, helpful communication and speedy payments are a big deal to us, so it’s great to hear we hit the mark.
The Frank Pet Insurance Team
Avoid Frank
Avoid Frank, our rescue cockapoo went to the vet for excessive thirst. She's always drank a lot since we rescued her 2.5 years ago but the last few weeks she has been gulping down and searching for water at every opportunity. Vet recommended a full blood test. All come back clear but next step was to scan her stomach and take a urine sample. Started the claim to recieve a phone call asking if it's right that she's always had excessive thirst and why ive waited 2.5 years before having her checked. I said she's always drank a lot in comparison to our other cockapoo but that she's been extremely thirsty the last few weeks prompting us to take her to the vet. I mentioned we're not sure if it's anxiety related as we moved house back in March and we're having works done or if there's something medical going on. Anyway recieved an email to say she's not covered because I said it could be behavioural and behaviour isn't covered even though the vet hasn't concluded this and wants to investigate further. My advice is ask for everything by email refuse to speak on the phone as they obviously grasp onto anything you say to avoid paying out. Immediately cancelled both my policies with them.
23 December 2025
Unprompted review
Reply from Frank Pet Insurance
Hi Ms Barton,
Thank you for your review.
To clarify, decisions on claims are made based on the information provided, the veterinary evidence available at the time, and the terms of the policy. That said, if you feel our decision is incorrect, we do have a formal claims appeals process in place.
For transparency, all calls with our teams are recorded for training and quality purposes, and to ensure we have an accurate record of conversations.
Appeals can be requested by emailing our claims team at claims@frankpetinsurance.co.uk, who will be happy to explain the next steps.
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Martin,
Thanks so much for the lovely feedback! We’re delighted to hear you had a fab experience with the claims journey. Making things straightforward and stress-free when you need us most is what we’re all about, so your recommendation really means a lot to us.
Warm Regards,
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Cindy,
We love hearing this, thank you! Knowing the claims journey felt smooth and positive really makes our day, especially when that’s the moment you need things to be simple and stress-free. Thanks so much for the recommendation, it means a lot to us and the team behind the scenes 🐾
The Frank Pet Insurance Team
Easy to use
Very easy to get cover and to adjust terms of quote along the way in order to compare costs for different annual and aggregate limits of cover
23 December 2025
Reply from Frank Pet Insurance
Hi Richard,
Thanks so much for the great feedback! We’re really pleased to hear you found the process easy and that you could adjust the quote along the way to compare different cover options. We know every pet (and pet parent) is different, so making it simple to find the right balance of cover and cost is exactly what we aim for.
If you ever need a hand or have questions as you go, we’re always happy to help.
The Frank Pet Insurance Team
Super quick response
18 December 2025
Reply from Frank Pet Insurance
Hi Jane,
Love to hear it! We’re all about keeping things fast and fuss-free, especially when your pet needs you most. Thanks for taking the time to share!
The Frank Pet Insurance Team
Fast and easy claims process
Great communication throughout the whole process, thorough with the claim and kept me updated couldn’t ask for more
19 December 2025
Reply from Frank Pet Insurance
Hi Maria,
Thanks so much for the pawsome review! We're thrilled to hear the claims process was fast, easy, and that our team kept you in the loop every step of the way. We know how stressful it can be when your pet isn’t feeling their best, so making things simple and clear is always our goal.
All the best,
The Frank Pet Insurance Team
Frank Insurance - Highly rated
Frank Insurance - highly rated
The team have been excellent, I applaud their persistence in following my claim especially when the vet was not responding to them for some time
Really easy process , they literally did all the hard work - Thank you Frank !!
18 December 2025
Reply from Frank Pet Insurance
Hi there,
Thank you so much for your kind words and high rating! We're thrilled to hear that our team’s persistence and support made your claims experience smooth, even with a few vet hiccups along the way. At Frank, we believe no pet parent should have to chase paperwork, so we're always happy to handle the heavy lifting.
Thanks again for choosing Frank and give your furry friend a cuddle from us!
The Frank Pet Insurance Team.
Fantastic customer service
Fortunately I haven’t had to claim on my insurance so I cannot comment on the claims process.
I recently however found a more competitive price with a multiple discount elsewhere and decided to change insurance. As a result I asked Frank to cancel my policy at the end of the month. I made a mistake with the dates to line up my new insurance and make sure my pet had continuity of cover, and Frank were able to assist with this to ensure my pet was covered the extra 10 days. I am so grateful to Frank for putting my pet first even in the process of leaving them for a different provider. Despite perhaps not being the cheapest I could find, Frank definitely prioritised my pet over business and I am so grateful for this.
15 December 2025
Unprompted review
Reply from Frank Pet Insurance
Hi Anna,
Thank you so much for your thoughtful review. While we’re always a bit sad to see someone go, we’re genuinely grateful for your kind words and the chance we had to care for your pet.
It means the world to us that, even during your transition to a new provider, you felt supported and reassured. Helping you bridge that cover gap was the least we could do, your pet’s wellbeing will always come before anything else.
We wish you and your furry friend all the best on your next adventure. And remember, if you ever decide to come back, we’ll be here, honest, ready, and pet-obsessed as ever.
Take care,
The Frank Pet Insurance Team
Great value
The price and was able to do direct debit and also no percentage of claim to pay and just an excess
12 December 2025
Reply from Frank Pet Insurance
Hi Helen, thank you for your review and welcome to Frank! 🐾
Been very happy with the service so far…
Been very happy with the service so far with my current policy do had no hesitation including my new puppy
12 December 2025
Reply from Frank Pet Insurance
Hi Wendy,
Thank you so much for your lovely review! We're thrilled to hear you've been happy with your policy, it means the world to us that you'd trust Frank with your newest family member too.
Welcome to your new puppy, we can’t wait to be part of their journey (and mischief)! If you ever need anything or have questions along the way, we’re just an email away at info@frankpetinsurance.co.uk.
Thanks again for being part of the Frank family.
The Frank Pet Insurance Team.
Broken promises
I set this insurance up about a year ago, transferring from PetPlan because we were paying more for pet insurance than for our life insurance. I signed up in good faith, believing the promises on their website—claims of honesty, being “game‑changing,” and putting pets first. I couldn’t have been more wrong.
Without my knowledge, they made medication an optional extra—something no other provider does. Our vets were shocked when they heard. When my boy Oscar developed a tumour, they refused to cover a drug that could have saved his life. On top of that, every claim related to his illness was only partially paid, often barely half. The final insult came with his death: despite their website stating death was covered, they claimed it wasn’t in the contract.
Thanks to their empty promises, we’re facing a much harder Christmas—without Oscar in our lives.
My advice: run as fast as you can to any other provider.
11 December 2025
Unprompted review
Reply from Frank Pet Insurance
Hi Tim,
Thank you for taking the time to leave a review. Your feedback is extremely important to us.
Firstly, I am very sorry to hear about your loss. Losing a much-loved pet is truly heartbreaking, and we completely understand how difficult this must be for you.
Our assessors review claims carefully using all the information provided by both you and your vet. As with all insurance policies, decisions are made in line with the terms and conditions, which are clearly explained during the quote journey.
If you believe that any aspect of the assessment was incorrect, please contact us at info@frankpetinsurance.co.uk. One of our agents will be happy to guide you through our appeals process, where you and your vet can submit additional information for reassessment.
Kind regards,
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Linda,
Thanks so much for your kind words! We're really glad to hear our team was able to help and respond quickly to your query. At Frank, we’re all about keeping things simple, clear, and pet-parent friendly.
If there’s anything else you need, we’re just an email away!
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Karen,
Thanks for taking the time to leave a review! We're so glad to hear our team got back to you promptly, our team work super hard to make sure you are not waiting a long time for a reply.
If there's anything else we can help with, just give us a shout!
The Frank Pet Insurance Team
Very quick and easy to use
10 December 2025
Reply from Frank Pet Insurance
Hi Charli,
Thanks so much for your lovely review! We're thrilled to hear you found the quote process quick and easy, that’s exactly what we aim for. At Frank, we believe sorting pet insurance should be as simple and stress-free.
If you ever have any questions, we're always here to help.
The Frank Pet Insurance Team
Stress free claim
Paid out with no hassle or red tape. Very stress free at at a time when it counts. Thank you Frank.
2 December 2025
Reply from Frank Pet Insurance
Hi Stephen,
Thank you for taking the time to share this. We're so glad we could take the stress out of your claim when it mattered most. No red tape, no runaround, just fast, straightforward support when you need it most. Our speedy claims turnaround is something we’re proud of, and it’s great to hear it made a difference for you.
The Frank Pet Insurance Team
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