Claim submitted by my vet on 8th August, no correspondence from company , after several calls by myself, was told today 8th September the money should be in my account shortly . As this was my first c... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My initial call was handled impeccably, the call handler was friendly (as advertised), efficient and knowledgable - this was brilliant. Your emails were clear and concise. I’ve marked you down a... See more
Company replied
I used the online portal to make my claim, unfortunately I experienced a couple of issues:- 1. Not that clear how to start the claim I called and was given advice that I should fill out the onlin... See more
Company replied
This is another great experience with Emporium. This is my forth dog insured with them for a reason. Always helpful staff. Premium beated all other insurers on price. Like everyone else I would like p... See more
Company replied
Company details
Information provided by various external sources
We aim to make specialist insurance as natural a part of ownership as anything else. It's not a burden - it's a bonus that lets enthusiasts, hobbyists and professionals enjoy what's important in their lives without financial worry should the unexpected happen.
Contact info
Thorpe Underwood Hall , YO26 9SZ, York, United Kingdom
- 03300244005
- feedback@emporium.co.uk
- www.theinsuranceemporium.co.uk
4.2
Great
11K reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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The Insuance Emporium
Making an insurance claim for a poorly pet is always difficult however the insurance emporium made the whole process very easy. From the start of the claim done online to the completion and payment all went very smoothly and having had animals and insurance for many decades we have found this company to be one of the best, we'll done.
6 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your lovely review. We’re really pleased to hear that you’ve been so happy with the service you’ve received from us.
Kind regards,
Joe
The Insurance Emporium
Fantastic Service
Everything from the ease of logging the claim online to calling them for clarification was a simple process. Paid out without any hassle. Did take a few weeks for pay out but they didn’t question the claim or make it anymore of a stressful time. I would definitely recommend the company to my other horsey friends.
24 September 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are pleased you are happy with our service.
Kind regards,
Joe
The Insurance Emporium
Poor customer service.
Do not deal direct with Vet for claims. Take too much time processing claims. Disputing information provided from the vet. Said that they gave the wrong breed of dog. Checked with them, and they gave the same answer to me, which was on their file. Requesting separate invoices for two different illnesses, when both were charged on the same invoice. Did not inform me that this was required to begin with. Very poor customer service. Would not use Emporium again.
18 June 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to share your feedback.
We’re sorry that you felt the claims process took longer than expected. We needed to clarify the breed with your vets as the medical history provided referred to the dog as an XL Bully, which is an excluded breed under the policy. Once this was confirmed as an American Bulldog, we were able to continue with the assessment.
We also needed clarification from the vets regarding the invoices, as the claim related to two separate conditions and the fees needed to be correctly allocated to each condition before the claim could be assessed. Once the required information was received, the claim was settled within 13 working days. We’re sorry if the reasons for these requests were not made clear at the time and appreciate your patience.
Kind regards,
Simon
The Insurance Emporium
Claim not settled in Timely Manner
Repeatedly told that my claim had been accepted, collected bank details and payment was being made by BACS. Called on 4 separate occasions, on last call was told a cheque had been issued. Roughly a month between claim being accepted and it being paid.
1 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to share your feedback.
We’re sorry that there was an issue with the settlement payment and that this resulted in a delay. We understand that we offered to correct this and arrange payment by BACS, however, you chose to proceed with the cheque.
We apologise for the inconvenience caused and appreciate your patience while this was resolved.
Kind regards,
Simon
The Insurance Emporium
Easy to lodge the claim
Easy to lodge the claim. Communication was very good. I did chase a couple of times but my queries were answered quickly and the claim was settled satisfactorily in a timely manner.
5 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave us such a lovely review. We’re really pleased to hear that you found it easy to lodge your claim and that our communication was helpful throughout. It’s great to hear that your queries were answered quickly and that your claim was settled satisfactorily and in a timely manner. We really appreciate your kind feedback and support.
Kind regards,
Simon
The Insurance Emporium
Takes a long time for claims to be processed
My claim was paid out without any drama, but it did take a considerable time (a few weeks) for the company to even pass the claim to an assessor, and even then it only happened by chasing a lot.
But on the whole, the company were fine to deal with.
7 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your feedback. We’re pleased to hear that your claim was paid without any issues and that you found us fine to deal with overall. We’re sorry that it took longer than expected for your claim to progress. Once received by our assessment team, your claim was assessed and settled within 10 working days, although we appreciate the overall process took longer than you had hoped.
Kind regards,
Simon
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave us such a lovely review. We’re really pleased to hear that you found our staff helpful and knowledgeable. We really appreciate your kind feedback and support.
Kind regards,
Simon
The Insurance Emporium
Has been very easy so far
Has been very easy so far, still a long way to go so hopefully it will continue.great company
5 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave us such a lovely 5-star review. We’re really pleased to hear that everything has been easy so far and that you’ve been happy with our service. We hope to continue providing the same level of service throughout your journey and really appreciate your kind feedback.
Kind regards,
Simon
The Insurance Emporium
Not particularly quick to process the…
Not particularly quick to process the claim and then only allocated 50% of the bill which was disappointing.
2 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your feedback. We’re sorry that the claim took longer than expected to process. We needed to obtain medical history from your previous vets before we could complete our assessment, and once this was received, the claim was settled within 11 working days.
In relation to the amount paid, the claim was assessed in line with the policy terms, including the applicable limits for hospital fees and veterinary consultation fees, as well as the policy excess. We appreciate that the settlement may have been less than you expected and are sorry for any disappointment this caused.
Kind regards,
Simon
The Insurance Emporium
Lengthy document submission process
Lengthy document submission process; still insufficient for the insurance company by the time the decision arrived—otherwise fine.
5 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to share your feedback. We’re really pleased to hear that you were happy with our service overall. We appreciate your comments regarding the documents requested and will take your feedback on board. Thank you again for your support and for taking the time to share your experience.
Kind regards,
Simon
The Insurance Emporium
This is another great experience with…
This is another great experience with Emporium. This is my forth dog insured with them for a reason. Always helpful staff. Premium beated all other insurers on price. Like everyone else I would like pay premiums and never need to claim but unfortunately this year I had to. And I am really grateful to Emporium to make the process smooth and easy. I can easily say if I wouldn't have Emporium insurance I would not afford to save my girl. Thank you.
24 September 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave such a lovely review. We’re really pleased to hear that you’ve had another positive experience with us and that we were able to make the claims process as smooth and straightforward as possible when you needed us. We really appreciate your continued support, especially with this being your fourth dog insured with us, and your kind feedback.
Kind regards,
Simon
The Insurance Emporium
Excellent experience again
I have been with this company for several years for my cats and dog and they have always been excellent. I have made a few claims and they have always been dealt with quickly and efficiently which is great especially when you're worried about your pet being ill. Thankyou
29 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave such a lovely review.
We’re really pleased to hear that you’ve been happy with our service over the years and that we’ve been able to make things a little easier when you’ve needed to claim.
We really appreciate your continued support and kind feedback.
Kind regards,
Joe
The Insurance Emporium
Very easy to deal with and paid out…
Very easy to deal with and paid out claim quickly
2 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased you are happy with our service.
Kind regards,
Joe
The Insurance Emporium
All ok but sadly did not realize the…
All ok but sadly did not realize the biggest cost of emergency treatment tends to be the boarding and emporium only pay out £40 per 24 hours which doesn’t even begin to cover the day and night cost that vets charge.
8 September 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review.
We’re pleased to hear that everything has been okay overall. The policy does include a £40 per 24-hour limit for hospitalisation fees, which forms part of the terms of cover and is set out in the policy documentation.
We appreciate you sharing your feedback on this limit and understand that veterinary hospitalisation costs can vary.
Kind regards,
Joe
The Insurance Emporium
It took ages to sort the claim out and…
It took ages to sort the claim out and I got a pittance back after the excess.
Your normal thieving rip off insurance company.
No surprises there. The Insurance Emporium are particularly bad. Avoid at all costs....
30 September 2026
Reply from The Insurance Emporium
Good morning,
We’re sorry for the delay in assessing your claim and appreciate that the wait for an outcome was frustrating. We are currently experiencing a high volume of claims, which has affected our assessment times.
The settlement was subject to the applicable excess, which is set out clearly in the policy documents and applied to each claim in accordance with the terms of cover.
We’re sorry that the settlement was less than you had anticipated.
Kind regards,
Joe
The Insurance Emporium
Quick and efficient service.
28 September 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are pleased you are happy with our service.
Kind regards,
Joe
The Insurance Emporium
A very nice operative who was. Extremely helpful.
I had my query handled in a proffesional speedy snd vry friendly way.
1 October 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are pleased you are happy with our service.
Kind regards,
Joe
The Insurance Emporium
Very easy process to claim
Very easy process to claim. All done by the treating vet office, all I had to do was sign the form.
18 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased you are happy with our service.
Kind regards,
Kirsty
The Insurance Emporium
Timescale dealing with the claim could…
Timescale dealing with the claim could have been better but got there in the end
28 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased you are happy with our service overall.
Kind regards,
Kirsty
The Insurance Emporium
Efficient and professional …
I had 2 claims to make for my dogs condition. This from having to use 2 vets at the time of injury. When i phoned the insurers they were very helpful and said they will treat the the 2 claims as one. Payment has been received in a timely manner very pleased with this company and its professionalism.
1 October 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We are pleased you are happy with our service.
Kind regards,
Kirsty
The Insurance Emporium
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