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Review of Petpals Direct Pet Insurance

Submitted by G Conolly
Review Added: 16/5/2011 - Visitor Rating: 3.50 3.50 (10 votes)

Review Categories:
Pet Insurance

Customer Review Comments:

We recently made a claim for an operation on our dog, who almost died. The claim was for £1043. The payment was not made within 7 days as stated on the insurers website, it actually took 3 weeks.

When received, the amount paid was £288 short of the claimed amount. Petpals were questioned on this deduction and we were told that that the excess was £100 and the £188 was to cover something called co-pay or MCI percentage, which as far as we can understand is just another deduction which is made just because you have claimed. So of our original claim we have only received just over 70%. Apparentley this is all in the policy document but not so obvious that you would notice it.

We pay £39 a month on our premium and the dog is 11 years old, and even with a lesser premium when the dog was at a younger age its still a lot of money, especially when they take another 30% off your claim as well. It makes the whole thing questionable, is it better to just put the premium aside in an account each month? We thought insurance companies were in the risk business, clearly not.

Good Points: none
Bad Points: Claims take longer than the 7 days stated. Hidden costs.
Customer Service Rating: 1/5
Value for Money Rating: 0/5
Overall Rating: 1/5
Made a Claim? Yes
Recommended? No

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I have waited almost 2 weeks now to have a claim form sent through the post and it still hasn't arrived. I sympathise with you completely.
Comment by Arun Malhotra
Date: 1/11/2012

We have just received a letter from petals stating they won't pay our vet bill because a dog falling from an elevated area and suffering injuries is not covered :-( bill stands at around 2500.00. This is just the start of our suffering again after nearly losing our child in our eyes :-( Simon spore
Comment by Simon
Date: 2/9/2012

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The comments in this pet insurance review are the opinion of G Conolly and do not represent a positive or negative judgement by UK Insurance Index of the pet insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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