UK PETtrac DatabaseReviews 

Yesterday was the first time I'd had dealings at length with PETtrac. I've recently taken responsibility for a stray cat who frequents my next door neighbours' catio and until recently was wandering far unneutered, with no ID, no insurance, no AirTag and no-one looking out for him. I decided I wanted to take steps to protect this cat should he ever get lost or find himself in an accident. The first time I'd made contact with PETtrac yesterday I did have a few issues which went unresolved by the end of the phone call and left me really frustrated. I picked up the phone again today in the hope of resolving those issues and was lucky enough to get through to an excellent ambassador for the company, a lady called Rachael. From the off she was really helpful and professional. Rachael and I painstakingly went through all the details for the microchips of three of my four cats. (My other cat, the vet registered with another company). In all, it took us 35 minutes so not a quick call at all, but Rachael was professional, patient and diligent. I came off today's call satisfied that I could finally tick this off my to-do list safe in the knowledge that I've done everything I can to ensure my cats' microchips contain all the essential, correct details needed in the event of loss, theft or an accident. Furthermore, I have since been contacted by another excellent ambassador for PETtrac, Ben, a Supervisor who explained why I was having issues yesterday. Although the initial experience was not great both Rachael and Ben were excellent to deal with. Before Ben's call I'd already recommended a rescue friend to deal with Rachael should she ever need to contact the company. After today I would have no hesitation in recommending PETtrac. Well done team!

Fees fees and all takes long and emails etc..

Use HOMEAGAIN, all stuff for owner is free, transfers, adding to database etc

I scanned a lost cat, and reported it to PETtrac at 7pm at night. The phone was promptly answered and I explained the situation. Whilst I was holding on the phone line, the lovely operator called the owner and we were then able to reunite the cat with its owner.

A fantastic microchip company that doesn't just obsess over money - so much better than one of their competitors, SmartTrace.org.uk - who literally can't be bothered to answer their phones, reply to emails, or facilitate in any way in the reuniting of animals with their owners. They just want to sell their Microchips!

Thank you PETtrac for your excellent service. You're simply amazing. :)

The team was brilliant I mentioned the situation and they helped me as best as they could
Really appreciate everything they have done for me :)
Thank you all so much ❤️

I had got the names mixed up with a litter of 5 puppies. the lady was most patient and helpful. Couldnt have asked for a better service.

Excellent reliable microchip which was inserted at my preferred vet.
For anyone considering moving, it's possible to upgrade your FREE subscription to the paid option (currently £16.95) which will allow the editing of your details.
You can make minor revisions within the first month.
I've added a Pettrac link to my PC so it's ready to sign in to.

My cat was chipped some years ago. I lost the paperwork and needed to change the address. Gemma from PETtrac made this a simple process for me, and now my cat is registered to my new address and I can do everything online.

Excellent Service. An enquiry was handled very quickly, efficiently and professionally. Would highly recommend.🐶

Excellent Service. An ID chip database enquiry was handled very quickly, efficiently and professionally by Rachael. All sorted within 24 hours. If, like my Greyhound, I had a tail, it would be wagging!
Well done PetTrac.

Have received excellent service from PETtrac. When we transferred the ownership of our puppy from the breeder they had a different gender down so asked us to check the number with the vet. They called initially and then we were had great communication back email. The attention to detail was very reassuring. The person we spoke to was Constance- she was brilliant. Many thanks

Petrac were very helpful, guiding me through the extra steps required for registering our dog with an EU passport. I would recommend their services to others.

Just wow, I lost my cat Teddy aged 2 on the 20th May 2024 and had given up hope of ever seeing him again, then out of the blue I had a call on my mobile from America and ignored it but they left a voicemail so I listened and they said that a lady had found him and this is her mobile number and they said his microchip number so I got his paperwork out and yes that was correct.
I then called the phone number I was given and it just went to voicemail straight away without even ringing then my husband said be careful it's not a scam and you are get charged god knows how much.
I then sent a text message and within 5 minutes I had a call from a landline number so answered and a lady asked me if I had lost Teddy and I said yes and she was so excited that he belonged to someone and asked me how long he had been missing so I told her and she said thank god for microchips, my god there were tears of joy and I can't thank everyone enough for getting him back to us and his twin sister, who along with the dog wasn't to sure to make of him but he's been grounded for a few days so he gets used to being back, one happy household here.

Very efficient, a pleasure to deal with them - service offered could be all online, by post or by phone call. All details needed are provided with clear and easy to follow instructions, user-friendly, kind and helpful on the phone, acknowledging by email the various steps achieved on the process required, well impressed. Most grateful for their service.

I spoke to Rachel today on customer service, she was very helpful , and professional, Rachel was knowledgeable and helped me very effectively with my query, 5 ⭐️⭐️⭐️⭐️⭐️ a credit to your company thank you

I received a 5 star service from Petrac this week. At the most stressful time for us, about to take our dogs for Rabies vaccinations to move abroad, I checked my dogs details and discovered that he was still registered with the breeder on his microchip. This would have created major delays and issues at the time of export so I spent hours emailing, calling Petrac and the breeder. I was in a desperate flap! A process that would normally take up to 28 days to change was managed professionally within 24 hours. This was because the staff at Petrac listened to my pleas and understood how stressful it was for me, and they understood how it could impact on my dog during the export process. So they worked hard to complete the process in record time for me. They liased with myself and the breeder to make it happen as quickly as I needed it, and I am so very grateful and thankful to them for this. They really helped to take away my stress that day. I would recommend them to anyone.

Petrac treated me kindly and efficiently while I was recently bereaved and needed to change keepership details.

When we updated the PetTrac information for a pedigree springer spaniel, we took on from a local family, we were offered pet insurance through PetTrac, which we took out.

Unfortunately, she died unexpectedly last week at only 2 years of age. We rang PetTrac and asked them if we could claim for the cremation fees under the policy. We were told that was fine and they have sent the necessary forms.

At the same time, we learnt that if we claim, the remaining 3 months direct debit payments for the remainder of the policy will continue to be collected and then the policy will be cancelled. How is this right, to be reminded of a pet's death each month when the payment goes out. So much for sympathy and understanding. Its distressing enough losing her.

If we cancel the policy now, no further payments will be collected, but we cannot make the claim.

Finally, option 3, if we make a claim and we are reimbursed, some of this reimbursement can then go towards paying the outstanding balance of the policy in a single payment to stop any future monthly direct debits and therefore cancelling the policy. Thank goodness there is no excess in this case or it would be a complete waste of time claiming against this insurance policy.

I had imagined the process would be, claim against the insurance, and then the policy would be cancelled and no further direct debit payments would be collected. But this is not the case.

The customer advisor was trying her best and sympathised but it really didn't help me and caused even more distress and heart break. She has passed my case onto complaints, but I am sure it will come to nothing, as they will probably have a standard answer and show little understanding or feeling to the additional heartache they have caused to me and quite likely others when they have come to make a claim. I have never experienced this with other insurance companies with my pets over the years.

So, in conclusion, I would not recommend this company and its policies.

We take out pet insurance policies in good faith, thinking our pets will be protected and cared for correctly, but when you come to claim for whatever reason, then their true colours come through and you start to question why did we take out the policy in the first place.

Avoid.

Follow up:

Thank you for the reply PetTrac Database, I would rather not go through any more distress on the phone. Would be happy for you to contact me by email, but apparently my complaint has already been submitted.

Natalie.

Additional follow up:

Complaint responded to as expected. Very little sympathy received (even spelt the dog's name wrong in their reply - it is correct on the policy).

"If you wish to cancel the policy after 14 days and you pay by monthly instalments, and a claim is made, you must continue to pay the instalments until the premium is paid in full".

It wasn't my wish to cancel the policy, my poor dog died unexpectedly. So, basically I can make a claim by all means and hopefully I will be reimbursed under their farewell cover, but even then I must be prepared to be reminded for the next three months of my dog's passing when the direct debit payments are paid from my bank or I settle the account balance in one payment over the phone to stop any more distress. Thank you PetTrac.

If you cancel any other insurance policy say for a car, when you no longer have that car, the policy is cancelled and you pay up until the date you cancelled it. End of. Other pet insurance policies I have had over the years have followed the same procedure.

Of course, I can go to the FOS with my complaint, but I am already broken with this whole affair.

Final update: company have replied to my complaint as expected, showing little sympathy or compassion.

We sent in our claim along with some questions but nothing from the company after a number of days. So we wait

25/6/24 Update

The whole process has been long and drawn out and the company has still not decided if it will reimburse our ‘farewell’ charges. To say they cause unnecessary stress and upset is an understatement. They want so much paperwork and then take week after week to review it. I understand they have a process to follow but this has been heartbreaking even already

1-7-24 update:

All information received. Now it is a 4-6 week wait while they decide if they will accept the claim and make payment! At a loss.

23-7-24 update:

No communication after further 3 weeks.

Having chipped 23 cats in one event, my first using PetTrac chips, I wasn’t looking forward to spending the next day registering them all online. However the database was easy to access, straightforward menus take you where you need to be. The database recognised my chip numbers as I typed them in and because those nice chaps at Avid (Thanks Richard) had sent me a copy of the registration form which my clients completed I had all the details needed. Quick, logical, easy to amend and gives the added benefit of registering more than one cat to the same owner without typing all their details in again. 23 records done in about an hour (considering I dont touch type) was really good going. My clients get an email confirmation. I also have the option to send them a hard copy of the registration and I could print one off for my own records too. And, if I did make a mistake, my clients can call Avid and make corrections for free up to 28 days ahead. 10/10 for database design and the same to Avid for outstanding customer service.

PETrac itself may a good company, but the company they provide the free first month pet insurance through “Agria” are awful. On completing our details through PETrac for the one month free insurance we did not put any contact number in and made sure we opted out of being contacted. This made no difference, Agria have harassed us constantly on the phone and by post since, even after being asked to stopped. When asked how they got our details when I didn’t give them, they stated it was given to them from the microchip company PETrac. On contacting PETrac they blamed Agria, even though I never provided them with any contact details. I am hoping the harassing calls will stop.
Further to my review and in response to PETrac reply. I have already spoken to you and gone through everything, explaining that I did not provide my contact number and I opted out, hence why the information had to have come from you. There is nothing further to discuss. Please just don't share people’s personal details with any other third party companies without the customers consent, especially if they have opted out of being contacted by Agria.