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
The process of submitting a claim on line wasn't exactly clear but managed to navigate it with a bit of persistence! Claim was dealt with quite quickly once my vet had sent the correct medical record... 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
The Insurance Emporium handled the claim very quickly. It was our first claim to them in 9 years so I was very disappointed to receive an email informing us that they would not be insuring the problem... 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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Replied to 100% of negative reviews
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Great Company
Very friendly and helpful when phoning for advise on making a claim.
Claim dealt with very quickly without any issues and money paid out when advised.
4 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear you found our team friendly and helpful, and that your claim was dealt with quickly and without any issues. We’re also glad the payment was made as advised.
Kind regards,
Simon
The Insurance Emporium
First time claim experience was easy…
First time claim experience was easy and response and funds paid promptly. Definitely would recommend!
19 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear that your first claim experience was easy, and that you were happy with the prompt response and payment. We really appreciate your recommendation.
Kind regards,
Simon
The Insurance Emporium
The service provided was really nice
The service provided was really nice. Response time was decent and claim was processed on time. Although I’ll suggest that the forms needed to be filled for claiming should be mentioned in the policy documents.
21 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear you were happy with the service and that your claim was processed on time. We also appreciate your feedback regarding the claim forms and will ensure this is passed on to the relevant team.
Kind regards,
Simon
The Insurance Emporium
Unhappy With How My Pet Insurance Claim Was Handled
I would strongly advise people to think carefully before using The Insurance Emporium.
I made a claim after my cat was suspected of being bitten by an adder. I followed the advice given at the time and took him to the vet as soon as possible, as an adder bite can potentially be very serious.
Unfortunately, The Insurance Emporium decided that the situation was not an emergency and refused to cover the veterinary fees. After some negotiation, they offered just £17 towards a £355 claim.
I told them I would be leaving the company as a result. I was then told I would be charged a £112.50 leaving fee because I had made a claim. I was in my 3rd year of being insured with them. I subsequently cancelled the claim, but then started receiving emails saying that I owed them money.
The whole experience has been extremely frustrating. I expected pet insurance to provide support when my pet needed urgent veterinary treatment, but instead I felt that every effort was being made to avoid paying the claim.
Based on my experience, I would not recommend The Insurance Emporium and will not be using them again
21 August 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. We would just like to clarify a few points.
In relation to the out of hours deduction from the settlement, we consider up to £115.00 of this type of charge but only if the vets confirm it was a life-endangering situation. Your vets submitted the claim by confirming it was not a life-endangering condition.
As a gesture of goodwill, we considered the maximum of £115 contribution so that a settlement could be issued.
However, the policy you purchased was an Annual Lifetime policy where you pay for the policy period in 12 month instalments. Once a claim has been submitted, any remaining premium for the policy period would be due before a settlement can be considered.
The £112.50 was the amount of premium that was due as a claim had been instigated, this was not a "leaving fee" but outstanding premium.
We would normally deduct this from a settlement but this would have meant no settlement was due. There was an error made as we had previously confirmed to you that we could cancel the claim, but the settlement was still issued. Due to this issue, we waived the remainder of the premium as a gesture of goodwill.
We are sorry for the service you have experienced and feedback will be provided to the relevant department.
Kind regards,
Kirsty
The Insurance Emporium
Excellent and fair service
Excellent and fair service. Highly recommended. I’ve used this insurer for over 7 years and throughout have received a professional and ethical service.
21 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Easy but poor communication
Relatively seemless process to make a pet insurance claim, albeit it was dealt with directly with the vet. It did take a long time to receive communications about invoices and how much I owed after my £500 deposit to the vet was partially refunded
14 June 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Slow to process
I have had very little contact about how the claim is going and they don’t seem to have followed up with the vets.
I don’t know what’s going on!
20 August 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry for the delays and the lack of communication regarding your claim.
We can confirm that your claim was accepted. As we did not have your bank details to issue the settlement by BACS, a cheque was sent to you on 13th August 2026. Please allow up to 10 working days for the cheque to arrive.
We are sorry that you were not kept better informed during the process.
Kind regards,
Joe
The Insurance Emporium
Claim was settled promptly and in full.
19 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Simple process
Simple process. After collecting all of the information, the claim was dealt with quickly. Thank you.
17 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Claims made easy at a stressful time!
When our dog fell ill and resulted in costly medical treatment, The Insurance Emporium were so easy to deal with and have been helpful, clear and the claim process has not been anywhere as daunting as I was expecting it to be.
Thank you
30 June 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We’re pleased to hear you found the claims process straightforward and that our team were helpful and clear during what we appreciate can be a stressful time.
Kind regards,
Simon,
The Insurance Emporium
Disappointed took a while to deal with…
Disappointed took a while to deal with claim and it took over two weeks to get money into my account.
19 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We’re sorry to hear you were disappointed with the time taken to process your claim. Your claim was received, assessed and settled within 12 working days, although we appreciate this was longer than you expected and apologise for any frustration caused by the delay in receiving the payment.
Kind regards,
Simon,
The Insurance Emporium
Friendly, pleasant to deal with, easy process to make a claim.
It was very easy to make a claim and the insurance emporium were efficient. They explained the breakdown on the phone and were very polite, friendly and pleasant to deal with.
14 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We’re pleased to hear you found the claims process easy and our team friendly and efficient, and that we were able to clearly explain the breakdown of your claim.
Kind regards,
Simon,
The Insurance Emporium
Review
It was a rip off I claimed for just over 400 and ended up with 27.18 they excluded everything so no I would not recommend them please check the details of your policy to ensure your covered for everything including costs of funeral or burial
18 August 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments, please accept our sincere condolences.
We do not offer the optional benefit of euthanasia and cremation once a pet has reached the age of 8 years old so the costs of these are excluded from your policy terms.
The deductions from your settlement were in relation to unrelated items such as food, and your policy excess. The settlement was assessed in line with your policy terms and conditions.
We are sorry if the settlement was less than you were expecting on this occasion.
Kind regards,
Kirsty
The Insurance Emporium
Took them 6 weeks to action my claim…
Took them 6 weeks to action my claim after my trailer was stolen.
18 August 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments.
We received your initial claim details on 3rd July and we requested you provide further information on 15th July 2026 as separate pdf attachments for validation checking. Your claim was then fully assessed and a settlement was issued on 11th August 2026.
We do sincerely apologise that your claim took longer than we usually expect, this was due to a high influx of claims.
Kind regards,
Kirsty
The Insurance Emporium
The agent was very clear about the pet…
The agent was very clear about the pet Inssurance I needed .
14 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Very friendly and kind lady
Very friendly and kind lady who understood our situation with our dog and gave good advice on how to claim.
Also helped with addition of another contact person on the policy.
Gave us a loyalty discount on our renewal.
17 August 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
All claim was settled within a week of…
All claim was settled within a week of submitting all straight forward and very helpful on the phone.
14 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Great service and an easy system to…
Great service and an easy system to use, I’m a Happy Customer
14 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We’re pleased to hear you found our service great and our system easy to use, and that you’re a happy customer.
Kind regards,
Simon,
The Insurance Emporium
Very good service
My dog had an injury and subsequent complications. I contacted the Company and their response was excellent. Initially, I spoke on the phone and received very couteous and helpful advice. The online claim form was easy to fill in, I received prompt acknowledgement and subsequently settlement without quibble and correctly within the conditions of my agreement and no hidden costs. In sum, I was very satisfied with the service I received.
13 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave such a detailed review. We’re pleased to hear you found our team courteous and helpful, and that the claims process was straightforward from submitting your claim through to prompt settlement. It’s great to know we were able to assist with your dog’s injury and complications and that you were very satisfied with the service you received.
Kind regards,
Simon,
The Insurance Emporium
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