It took way too long and several emails and phone calls with different people telling me they needed this and that all of which could have been done quickly had I been asked for it all in the first... Leggi di più
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Anche se non controlliamo le affermazioni specifiche, trattandosi di opinioni personali, etichettiamo le recensioni come “Verificate” quando riusciamo a confermare che c'è stata un'interazione commerciale effettiva. Leggi di più
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This was the first time I've ever had to claim on an insurance but I found the whole experience straight forward. The staff were helpful and it was an easy process from start to finish. In no time at... Leggi di più
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Called to register a condition on my cat's policy, not even a claim the bill was under my excess. Gary took the time to get it logged properly, put a note on the system and confirmed everything. No ru... Leggi di più
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Absolutely no complaints from me! I was recommended the Insurance Emporium by a friend who had an extremely poorly cat and she had found them very good. Like everyone else, you hope never to need th... Leggi di più
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Dettagli dell'azienda
Informazioni fornite da varie fonti esterne
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.
Informazioni di contatto
Thorpe Underwood Hall , YO26 9SZ, York, Regno Unito
- 03300244005
- feedback@emporium.co.uk
- www.theinsuranceemporium.co.uk
4,2
Molto buono
11K recensioni
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Had to make a claim really easy to fill…
Had to make a claim really easy to fill in claim form, they do all the checks with vets so no need to send them any paperwork from vets. Claim was paid out in 3 weeks
21 settembre 2026
Staff pleasant and helpful but that’s where it ends on…
Staff are very pleasant and helpful on the phone but that’s where the positives end!
No response to my email questions. Complete mix up with paperwork , getting vets invoices muddled.
Finally not paying £2000 of the total bill.
To add insult to injury I emailed to say do not automatically renew the policy and 3 days later the payment had been taken from my account ( with an increase of 35%). My first experience of claiming in Pet Insurance and not a good one!
12 agosto 2026
Unfortunately our cat cut it's back paw…
Unfortunately our cat cut it's back paw to him to the vets we then had to make a claim it was delt with quickly & easily
21 settembre 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for leaving a review. We’re sorry to hear your cat injured their paw, but we’re pleased to hear that you found the claims process quick and straightforward.
Kind regards,
Simon
The Insurance Emporium
I unfortunately had to make a claim for…
I unfortunately had to make a claim for treatment for my cat. Very easy and quick online claim form to fill in. My claim was dealt with very efficiently and i was kept informed of progress every step of the way. Payment was made without undue delay.
21 settembre 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We’re pleased to hear that you found the online claim form easy to complete and that your claim was dealt with efficiently. It’s also great to hear that you were kept informed throughout and that payment was made promptly.
Kind regards,
Simon
The Insurance Emporium
Easy to download the claim form online
Easy to download the claim form online. Claim settled promptly
16 settembre 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for leaving a review. We’re pleased to hear that you found the claim form easy to download and that your claim was settled promptly.
Kind regards,
Simon
The Insurance Emporium
Paid very little of my claim
Absolutely useless,might as well have paid claim out of my own pocket for all they authorised.
17 settembre 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for taking the time to share your feedback.
I’m sorry to hear that you were disappointed with the amount paid towards your claim. The claim was settled in line with the terms of your policy and the level of cover chosen, up to the policy limit of £2,000, less the applicable excess. I appreciate this may have been less than you were expecting, but the settlement reflects the maximum available under the policy terms.
Kind regards,
Simon
The Insurance Emporium
This was the first time I've ever had…
This was the first time I've ever had to claim on an insurance but I found the whole experience straight forward. The staff were helpful and it was an easy process from start to finish. In no time at all I received a phonecall to say that the claim for removal of a grass seed from my little dogs nose was being paid. A great company.
16 settembre 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for leaving such a lovely review. We’re pleased to hear that your first experience of making a claim was straightforward and that our team were helpful throughout. It’s great to hear that the claim for your little dog was dealt with quickly and that you were happy with the service.
Kind regards,
Simon
The Insurance Emporium
Great communication
Great communication kept informed at every step with my claim, simple easy forms to complete Great service
Thank You
9 settembre 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for leaving a review. We’re pleased to hear that you found the claims process simple and straightforward, and that you were kept informed throughout. It’s great to hear you were happy with the service.
Kind regards,
Simon
The Insurance Emporium
It took way too long and several emails…
It took way too long and several emails and phone calls with different people telling me they needed this and that all of which could have been done quickly had I been asked for it all in the first place
The second part of the claim payment was held up due to you not having my vet form when you had received it weeks before
16 settembre 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are sorry to hear that you are disappointed with your recent claims experience.
We appreciate that waiting for a claim settlement can be frustrating, particularly when you have already paid your veterinary costs. Claims are assessed upon receipt of the completed claim form and supporting documentation, and processing times can vary depending on the information received and the complexity of the claim. We are sorry this took longer than expected on this occasion.
Kind regards,
Simon,
The Insurance Emporium
First claim
This was our first experience with having to claim and it was easy which is what you need when your pet has been ill.
17 settembre 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for leaving a review. We’re pleased to hear that your first claim experience was straightforward and that you were happy with the service, particularly at what can be a worrying time when your pet is unwell.
Kind regards,
Simon
The Insurance Emporium
Great pet insurer
Efficient online claims process with detailed and fair claims approach. Prompt claim payment when due
17 settembre 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Risposta di The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Called to register a condition on my…
Called to register a condition on my cat's policy, not even a claim the bill was under my excess. Gary took the time to get it logged properly, put a note on the system and confirmed everything. No rushing, no trying to push me into paperwork I didn't need. Genuinely helpful. Thanks so much Gary. I hope I won't need to claim but it put my mind at ease how easy it is.
17 settembre 2026
Non scritta su invito
Risposta di The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We’re really pleased to hear that Gary was able to help and made the process straightforward for you. We’ll be sure to pass your kind comments on to him.
Kind regards,
Joe
The Insurance Emporium
Very long wait time to get this…
Very long wait time to get this processed. Didn't help that the vet didn't complete this properly so when the claim went back in it was put to the back of the queue again. Luckily the rep I spoke to twice helped out and sorted this after I pleaded that it wasn't fair.
Also, it appears that the minimum amount covered for a basic consultation doesn't cover most vets cost for a consultation so at the start of the process youve already lost out. Will probably not renew the plan and just put money away each month. Also co contributor rate used to be 20% but has now risen to 25%.
So out of a bill of £250+ I only ended up getting £50+ back.
1 settembre 2026
Risposta di The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments.
You held a previously policy with us which you cancelled as of the last renewal date. You then purchased a new policy and we confirmed your policy excess within the policy schedule. The policy stated at the renewal of your previous policy was the same as the current policy for your current policy.
During each application, we have confirmed that there are limitations to cover in respect of certain types of fees.
Limitations
• We will contribute 30p per cat and 60p per dog (up to the limit shown in Your policy schedule) to assist towards the cost difference between Your Pet’s normal diet and any special diet prescribed by, and only available from, Your Vet as part of the Treatment to dissolve bladder stones or crystals in urine up to a maximum of £100 per Condition.
• We will contribute up to £115 for house calls/out of hours calls if Your Vet confirms that Your Pet was suffering from a life-endangering Injury, Illness or Condition.
• We will contribute up to £40 towards hospitalisation fees. Note: there will be a fixed deduction of 10% from any recoverable hospitalisation costs claimed for under the policy to account for the normal cost of pet ownership such as housing, bedding and food.
• We will contribute up to £20 per occasion towards the cost of interpretation fees.
We will contribute up to £250 per Injury, Illness or Condition towards hydrotherapy costs.
• We will contribute up to £45 for the costs of consultation fees for each separate visit to/by the Vet as a result of the Injury, Illness or Condition. The limit is increased to £90 for referral Vets.
For the recent costs incurred, we considered up to the maximum £45.00 per consultation in line with the above, anything over this amount was deducted from the settlement along with your policy excess.
We are sorry if this meant your settlement was less than you were expecting, but it was correct in line with your policy terms.
Kind regards,
Kirsty
The Insurance Emporium
Claim seemed to have been dealt with…
Claim seemed to have been dealt with satisfactorily but it was slow for payment to clear to my bank.
In this age a prompt payment after remittance is possible
16 settembre 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for leaving a review, we are pleased you were happy with the claims process.
In relation to the settlement, all of our standard claims settlements are processed through the secure BACS system. This is an automated network used across the insurance industry that securely routes funds through a standard 3-day clearing cycle. We are occasionally asked if we can use CHAPS payments instead, however because CHAPS requires manual, individual bank setup and incurs high transaction fees, it is strictly reserved for emergency or high-risk corporate transactions. Using it for standard settlement payments would significantly impact our operational costs and premium pricing.
Once a BACS payment has left our account, the recipient bank will undergo their own verification and safety checks, this is why we advise of a 3- 5 working days timescales as this is dependant on your bank's internal timescales.
We hope this clarifies,
Kind regards,
Kirsty
The Insurance Emporium
Risposta di The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Very average experience read the small print on renewal
Very average experience
I’ve used same company for 3 years
Terms reduced pay out year on year
But I never checked fine print
Although renewal never highlighted percentage reduction which is a major change
But I accept I should have read all small print😥
Claim was slow I phoned insurance 5 times they blamed Vets although I sent all paperwork myself via email during the first contact for the claim
16 settembre 2026
Risposta di The Insurance Emporium
Good morning,
We are sorry to hear your comments.
To clarify, your policy excess has always included a fixed element and percentage element which is notified to you within the policy schedule since inception, and at each subsequent renewal. We are bound under our regulatory obligations to provide confirmation of the policy excess within your policy schedule.
Whilst we did receive your completion of the online claim on 3rd August 2026, your vet did not respond to our request for their completion until 21st August 2026. We would not be able to proceed with assessment until their confirmation of the claim was provided.
We are sorry if the claim took longer on this occasion,
Kind regards,
Kirsty
The Insurance Emporium
From my first phone call to receipt of…
From my first phone call to receipt of payment, l could not of asked for better service, received messages to advise where in process my claim was to payment.
Definitely would recommend.
16 settembre 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Awful experience after being with them for 6+ years
16 settembre 2026
Risposta di The Insurance Emporium
Good morning,
We are sorry to hear of your comments.
If you have specific concerns you would like us to investigate, please contact us by email to feedback@emporium.co.uk and one of our Customer Experience Team will be in contact in due course.
Kind regards,
Kirsty
The Insurance Emporium
Ridiculous exclusions
I had to make a claim for a minor injury to one front leg of my horse, they have now put exclusions on both front legs for suspensory and DDT injury, absolutely ridiculous.
16 settembre 2026
Risposta di The Insurance Emporium
Good morning,
We are sorry to hear of your comments. To clarify, your claim was accepted with a settlement issued on 9th September 2026.
As with most equine policies, the cover for an accepted condition is for up to 365 days from the first clinical signs, or when the cover limit has been reached. When we are in receipt of a claim, we notify you at the earliest opportunity of a future exclusion to the policy.
This does not affect your current claim, in which you are still able to submit costs of treatment for the condition until the cover limit or time limit has been reached.
Kind regards,
Kirsty
The Insurance Emporium
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