E&L Insurance Reviews 180

I was with them for 2 years and sadly my dog died as he had cancer. I had to pay £95 excess + 35% of the vets fees and they don’t even cover euthanasia! Do they expect me to bash him with hammer or what?? Never I had problem with pet insurance where they wouldn’t pay for euthanasia! I would be better off if I didn’t pay the insurance at all and just paid it all from my pocket! I paid £25/month so do the math..

Wow. The murky world of pet insurance. After 11 years of insuring the same cat without a claim we had to claim £252 for a water infection. After they took £79 + 35% off we got £112. When we took the policy out 11 years and £1600 ago the excess was £69. We were never notified that the excess had changed and as the policy document is 26 pages and the only way I could find the excess bit was to search the document its a fundamental change and therefore should have been pointed out.

So went looking for a different company and they are all playing the same excess trick. Just pay the dividend money into a bank account and pay the vet bills out of that. Will save the feeling of being done.

We have been with E&L Lifetime cover for over 10 years and am completely satisfied with this company. Our German Shepherd ruptured both Cruciate ligaments aged around 17 months. The whole of her two operations, hydrotherapy, physiotherapy and on going Cartrophen injections have been paid. Now that she is over 8 we have to pay part of this. The monthly payments have increased from £18 over the years to £29 but payment is usually within three weeks of the claim being submitted.

*******DO NOT BUY******
Put the money in a bank account instead.
Paid for 2 horses for years and when I needed them they wiggled out of every part of my claim. Heartbroken and now with a large vet bill to pay.
Read other people's experience of them on Chit Chat and Tack on FB. 100's of similar stories.

I have given E & L 1 star as there are NO minus stars available. Was with this company for 8 years, was mis sold insurance at the start (according to them) and my yearly premium was increased without informing me. When claiming, was told of T & C's as why they would not pay out, they never said any thing about these conditions when insurance was taken out. They also will not answer any emails, our pet had to be put to sleep, she was 18 years old and this time was really sad and E & L's attitude made thing's a lot worse. A BAD, BAD COMPANY.

I have been useing E&L for around 4 years, insuring 2 dogs and a cat. This Christmas one of our dog was injured. As per the policy agreement with i called E&L to notify them of a potential claim. They treated my call with kindness and professionalism and sent me out a claim form and information I would need. 7 weeks later, once my dog had made a full recovery I submitted the claim. My vet "it's the Vets" provided all the information required as per the policy agreement. 5 days later I received an email confirming the claim was successful. The excess and amdim fees deducted as per policy.
I would highly recommend E&L, they have been a pleasure to work with, their customers service and phone manner is second to none. I would also recommend you read the terms and conditions of any policy you sign up to as the low scores seems are due to the lack of understanding of the T&C.

Very disappointed with claim handling. Contacted company by phone to check amount covered and informed 4k. Not told that extra high excess would be applied because pet turned 8 in year of insurance. No doubt it will be in small print but wasn't made clear. Bill for 3 hours of treatment came to 1k and only just over £400 paid out through insurance. Be very careful and choose a company who is clear when you contact them and who doesn't mislead you

I have a caravan policy with no claims made.
My renewal the policy has gone up 123%, yes that more than doubled.
It's also set to auto renew, so buyer beware.

I have been the victim of this company's ridiculous Pet Insurance price hikes too. Same as other reviewers. I've never claimed and the renewal for my 8 year old healthy dog has been increased from £19 to £49 per month. I asked if there had been a mistake but had no explanation just an email confirming cancellation. I then cancelled my Direct Debit but they set up another DD and took the £49! Awaiting refund but just avoid this company or you too can expect to be ripped off along the line.

I have to give it 1 star as I won't let me put 0,the biggest rip off company I've ever dealt with, caravan insurance paid £70 which I was happy with then auto renewal a massive £288.00,emailed them told me because prices had gone up and more people claiming that's why the price went up. I haven't claimed for anything, so it seems you have to pay for other people's claims, as its auto renewal the monies have been taken, they said they sent email which I never received as it was sent to a old email but the contacts on my policy clearly stated my new email. Liars and cheats, getting a refund off £162.92 but failed by bacs so rang got through explained said accounts were busy and took my telephone number to ring me back within a minute still waiting hours later. Also be careful they have changed there insurance name same company different name.

I have been really happy with E&L i think you have to consider the fact you must always read the small print when signing any agreement. Assuming you do that and follow all the steps they have been extremely helpful, they are not very quick in replying to emails but if you call them they are very friendly and informative. They also paid out extremely quickly and gave my clear instructions as to what will be excluded after what date. Very happy.

Absolutely rubbish been paying pet insurance for my Tibetan terrier for past 12 years only had 1 claim in that time
Had to call emergency vet out to my dog unfortunately had to have my beloved dog put to sleep
Contacted E@L said I wasn’t covered because my dog was over 8 years old .
The call out was £180 but E&L would only pay £15 towards my costs
The total cost was £410 worth every penny for my dog not to suffer .
But for E&L I would not touch them with a barge pole .
I would rather put £20 a month into a bank account towards my pet
Insurance and save it myself.
Because when it comes to claiming after paying insurance for 12 and half years THEY JUST DONT WANT TO KNOW
Stay clear of this company

Just had my pet insurance renewal come through and it's gone up nearly 300%. We took out a Life Long policy and our dog developed a skin condition. We started out paying £10 per month 3 years ago then it went to £21.10 and now they want £79.00 per month. This insure does not care about your pets or you and God forbid you make a claim. I would never use these again or ever recommend them to anyone. When I mentioned them to a vet, they said to me they are the worse insure on the market. I've wrote to customer complaints but I'm not expecting any joy, so I will go to the ombudsman next.

A premium increase of 205% from one year to the other - for a simple dog insurance - without any particular big claim history. Yes, Ziggie has now turned 8 - but this is a rip off and I am utterly disgusted how a company like E&L is trying to take advantage of people who do not pay attention to the automatic renewal at excessive and disgustingly unreasonable price increases..

I find it startling that a company with a 78% bad review can then reinvent itself as the Insurance Emporium and continue trading! When you look at the policies, they have rip off from start to finish. A lunar month premium which is essentially thirteen months rather than twelve but what is more of a concern is the double excess which can be a figure, I my dogs case £99, but then a further 35% of any other costs. This means for a £1000 claim, you have to pay near enough £450 of the claimed amount. That is a rip off by any standard and something the FCA regulator should be aware of!

Can only comment on pet insurance branch which had been excellent. Our recent claim for our cat was emailed by vet on a Monday and by the Friday I had email telling me it would be in my account within 3 to 5 days. The deduction were as expected £70 from a £1,389 bill. I pay £10.48 pm for my cat. My previous cat had £5,000 plus to cover chemo and again, paid with no issues. I really don't understand those who call them names. Read t&c, follow rules and claim for what you're covered for and you won't have any problems. I think this company are fabulous. This is a true review.

Rubbish insurance company.
Miscommunication (one person saying your claim has been rejected, another saying your claim is accepted).
Unorganised (asking me to write an email with teh facts, then rejecting any email from me and insisting that ebverything needs to come from teh vet).
Lies (telling me that the payment will be made in 2 days, then stating that the payment has not been released for several days). Shameful (I have had to spend 3-4 hours of my time to make a simple claim - that's worth ore than the value of the claim!).

Stay away from this company. Pay more and go elsewhere.

In the movies you see insurance companies rejecting, rejecting and rejecting. E&L is a real-life movie.

And now they operate with a "fresh face" under the name The Insurance Emporium - let the buyer beware!

Every time I have looked to claim from our insurance with E & L I have been told it's not covered.... This last year they tried to add 50% to the cost of the policy. I started a new policy online with them and saved £50. Their excuse for the rise was that they offer a better level of cover for people that stay with them. They make out like they are giving that extra cover as a free bonus rather than saying they charge you more for the extra cover you didn't ask for... will not be using again or recommending

Had been with them for a year, moved house, of course informed them, and they just could not get it right after that. Constantly sending letters that payments had failed, trying to charge me for failed payments, literally every month. Wasted time on hold trying to rectify it each time (20mins plus). Had enough in the end and have gone to Tesco for half the price.

I can only echo the same poor experiences I've read on this site.
They are difficult to reach and are uncaring and weasle their way out of paying by making up rules as they go along.
Their policy wording is erroneous and translates to mean whatever they decide will get them out of paying.
Please please do not insure with this company, you will fall victim like so many others. If you really care about your animal find them a cover that will ACTUALLY be beneficial, this company will never ever pay out to you and you will be paying money into a black hole. Better to self-insure and put away a few pounds a week than to keep these fat cats in a job.