British Pet Insurance Reviews 9

1 Star – Disgusted After 12 Years

I’ve paid £58 a month for 12 years, and when I finally made a £500 claim for my dog’s physio/hydro, they halved it, took extra because he’s old, and found more reasons to cut it down. I ended up with just £100 back. After years of loyalty, this is disgusting. They’ll find any excuse not to pay.

Been with them for my Pet Yogi for 7 years - no issues at all.

I have been paying for a while and when my guinea pig got mites (it's a yearly thing, similar how you need to take dogs/cats annually) they said that he has had mites before so it's a preexisting condition and they wont reimburse me for the consultation.... Whats next if he gets eye poke i exposed him to hay so its on me??Appealing. Just excuses not to do the right thing.

Absolutely appalling company.
It should be zero stars !!
My horse has been covered by this company for quite a few years and this was the first claim ever made.
In British Pet Insurance's words they ' interpret the clinical history' received from my vet and then select their own diagnosis which obviously goes in their favour so as not to settle.
When I queried the non payment they asked me to contact my vet and ask him to write and confirm his clinical history given to them was inaccurate!!!
Their customer service team starts dealing with the claim and then to cover their defamatory terminology used in emails to me the Team leader is bought in to help cover her team's mistakes. Then finally the Technical Claims lead is bought in to add insult to injury with her excuses to cover the Customer service team.
They did settle after a hard battle and receiving insulting and defamatory emails from them.
I'm taking it further with the Ombudsman !!

We would firstly like to say a massive thank you to the team at BPS, our ferret suddenly became very ill and we had to take her to the vet. After extensive testing, oxygen therapy, and an overnight stay she very sadly passed away. BPS were amazing. They paid our vet directly ( which we are so thankful for) with no issues at all. We cannot thank you enough, you have been wonderful at what has been a very difficult time.

(This is feedback I sent to British Pet Insurance.)
When my cat was diagnosed with congestive heart failure at 11 years old, I was horrified to discover that my portion of the vet bill for one visit alone was more than £700. This was because the excess of £90 had an add on of a further 35% of the total vet bill. Previously it had been 20%. Over all, I had to find more than £1,000, which is horrifying. I am a pensioner and could ill afford this, but as I chose to take on Indie who was a rescue cat, I was duty bound to do all I could for him. I have one other cat, but sadly he will be my last as these costs have priced me out of taking on any further pets. I note that despite my cat passing away on the 28th May 2024, a further insurance payment was taken from my account on the 3rd June.
No sooner had I written the above review than I received the following deeply offensive email from BPI.
Hi Ms Morgan

We are sorry to hear the sad news about Indie, we understand that this is a difficult time but can assure you that your insurance cancellation has been taken care of.

There is a refund due of £ 0.00 which will be refunded into the bank account that the direct debits were collected from. This can take up to 10 working days to appear in your account.

If you have any questions or if we can be of any further assistance in the future, please don’t hesitate to contact us where one of the team will happily help.

Absolutely DISGUSTING. AVOID!!

Really impressed by BPIS. We had not heard of them and very few people I have spoken to have, regardless they provided a very efficient service and more importantly, handled the unexpected passing of our 10 month old puppy with respect and ease. They also liaised with vets directly which made our lives much easier in a difficult time. Once approved, they paid out quickly and without hassle.

British Pet Insurance (UK) web site is littered with web site bugs (error messages) and you cannot purchase a pet insurance policy due to a logical check box error on the Terms and Conditions page. That being said when I rung them up they seemed very apologetic and helpful to complete the policy setup over the phone in under 5 minutes. Policy docs arrived via email a few mins later.