I would express my sincere thanks for the fast handling and approval of my recent claim. I also appreciate how sensible and understanding your team was about my dear Harvey ( labrador) health issue i... Leggi di più
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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My initial call was handled impeccably, the call handler was friendly (as advertised), efficient and knowledgable - this was brilliant. Your emails were clear and concise. I’ve marked you down a... Leggi di più
L'azienda ha risposto
From the first phone call to sorting everything out it was so simple. When your worried about your animals you just want to know its going to be sorted and there was never any issue.
L'azienda ha risposto
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
L'azienda ha risposto
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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The claim took a long time to be…
The claim took a long time to be processed and then settled,I submitted the claim in early July it was paid this week 25th August. Because I had been insured for 2 year 11 month I had to give the name of the previous vets , not a problem, however I was then asked to chase the previous vets for his medical notes & send them on to the insurance emporium , I then received a series of emails saying the claim was being assed ,then it would be settled and the 2 weeks later the money was in my account. I had up until recently had two pets insured with insurance emporium and all the claims with the other pet (sadly deceased) were handled promptly, very disappointing service. I noticed that the name on the direct debit has changed and wondered has this company changed ownership.
Up until this point I had enjoyed a good service.
27 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your review. We are sorry to hear your comments.
We received your claim on 18th July 2026 and after our initial review we requested for the relevant previous clinical history so that we could assess the matter fully. When we have no previous history of a pet- we do ask for at least 3 years history so that we can review this against the policy terms.
We received the clinical history and your claim was settled with a payment issued on 20th August. We appreciate that this claim took longer than our usual timescales, and we apologise for any delay.
Kind regards,
Kirsty
The Insurance Emporium
Shame about the time length when claiming
The price for the product you get is very good. We made our first claim this year after our dog needed tests (about £1500). The only problem is it’s taken nearly 4 weeks so far and although they’ve agreed to make payment I’m still waiting
27 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your feedback. We sincerely apologise for the length of time it took to assess and settle your claim.
We have received a large influx of claims recently and this has impacted on our processing times.
We can see that the settlement for your claim was issued on 20th August by BACS transfer. This would normally clear into your account 3-5 working days after release.
Kind regards,
Kirsty
The Insurance Emporium
Affordable and efficient horse insurance
The form filling on line was easy and quick to do. The contact details easy to find and the staff on the phone were amazing. They were knowledgeable, helpful and efficient. I felt supported during my claim and was very impressed by the efficiency with which they gathered relevant information regarding my claim. I was kept informed of progress and was paid the correct amount in very quick time. I found the policy details easy to understand and navigate.
27 agosto 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
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
Insurance that delivers
When our dog became ill I was able to focus on her without worrying about the cost of treatment. The insurance claim was straightforward and settled without question. Our dog recovered and now I'd recommend The Insurance Emporium to anyone.
10 agosto 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
Pet insurance shortfall
Of the total vets invoice of approx £550, we only received £300 of it back due to excess amounts
25 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
The excess is applied to eligible claim costs in accordance with the terms of your policy. We appreciate you taking the time to share your feedback.
Kind regards,
Joe
The Insurance Emporium
10/10 insurance wouldn’t choose anywhere else
My dog had a shock diagnosis a few months ago and my life turned upside down. The only shining light has been Insurance Emporium making the claim process so simple & quick every step of the way. I highly recommend 10/10
25 agosto 2026
Non scritta su invito
Risposta di The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are sorry to hear about your dog's diagnosis and are pleased that we have been able to make things a little easier for you during such a difficult time. We appreciate your recommendation and kind feedback.
Kind regards,
Joe
The Insurance Emporium
DO NOT USE THIS COMPANY FOR PET…
DO NOT USE THIS COMPANY FOR PET INSURANCE.
I had a long battle with this company, essentially my dog requires an urgent operation and they cancelled my policy. The communication was awful and dragged out over 7 months. Although they have not taken responsibility for policy issues they have accepted the customer services was substandard. MORAL OF THE STORY- Invest your money into reputable company, even if they are much more expensive, there is a reason why you pay a premium.
25 agosto 2026
Non scritta su invito
Risposta di The Insurance Emporium
Good afternoon,
We are sorry to hear you were unhappy with your experience and acknowledge that the communication you received did not meet the standards we expect.
We would, however, like to clarify that your policy was not cancelled because your dog required an operation. The policy was cancelled because we established that your dog did not meet our eligibility criteria for insurance.
Kind regards,
Joe
The Insurance Emporium
It was a straight forward process and…
It was a straight forward process and the site was easy to use, there is also a phone line for customer service if you need it
24 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for your review. We’re pleased to hear you found the claims process easy and straightforward.
Kind regards,
Joe
The Insurance Emporium
Great customer service
Their customer service is really good. It was quick to talk to the staff and get answers. The claim process is also very smooth and quick and they pay out in line with the policy. I was really happy with how smooth and easy the process was to submit and receive a claim.
My only reason for not giving 5stars is due to the level of limitations within the policy. Based on the going rates this feels very low . Although all costs on the invoice was covered, only circa 20% of hospital and consultation fees were covered.
20 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your review. We’re pleased to hear you found our customer service helpful and that the claims process was smooth and straightforward. We’re sorry, however, that you were disappointed with the limitations applicable to consultation and hospitalisation fees.
We can see from the claim that your Vet charged £300 for an out-of-hours consultation. Under the policy, we can contribute up to £115 towards this surcharge where your Vet confirms that your pet was suffering from a life-endangering Injury, Illness or Condition. Where this has not been confirmed, the standard consultation limit of £45 applies.
In relation to hospitalisation, the policy provides a contribution of up to £40 per 24-hour period where intensive care has not been provided and fluids have not been charged separately. This allowance is intended to cover the basic costs associated with hospitalisation, such as boarding, food and routine care. The hospitalisation charges on this invoice were therefore considered in line with this policy limit.
We’re sorry if this meant you received less towards these costs than you expected. However, the claim was assessed in line with the terms and limitations of the policy.
Kind regards,
Simon
The Insurance Emporium
The process was easy and…
The process was easy and straightforward the only thing that surprised me was the list of conditions that my dog is now not covered for some of which we hadn't claimed for and go back year's it doesn't seem worth insuring him anymore.
20 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your review. We’re pleased to hear you found the claims process easy and straightforward. As with many pet insurance policies, conditions that existed prior to the policy inception are excluded and cannot be claimed upon. These conditions may only become apparent when the first claim is submitted and the medical history is reviewed for the first time.
Kind regards,
Simon
The Insurance Emporium
Great Company
Very friendly and helpful when phoning for advise on making a claim.
Claim dealt with very quickly without any issues and money paid out when advised.
4 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear you found our team friendly and helpful, and that your claim was dealt with quickly and without any issues. We’re also glad the payment was made as advised.
Kind regards,
Simon
The Insurance Emporium
First time claim experience was easy…
First time claim experience was easy and response and funds paid promptly. Definitely would recommend!
19 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear that your first claim experience was easy, and that you were happy with the prompt response and payment. We really appreciate your recommendation.
Kind regards,
Simon
The Insurance Emporium
The service provided was really nice
The service provided was really nice. Response time was decent and claim was processed on time. Although I’ll suggest that the forms needed to be filled for claiming should be mentioned in the policy documents.
21 agosto 2026
Risposta di The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to hear you were happy with the service and that your claim was processed on time. We also appreciate your feedback regarding the claim forms and will ensure this is passed on to the relevant team.
Kind regards,
Simon
The Insurance Emporium
Unhappy With How My Pet Insurance Claim Was Handled
I would strongly advise people to think carefully before using The Insurance Emporium.
I made a claim after my cat was suspected of being bitten by an adder. I followed the advice given at the time and took him to the vet as soon as possible, as an adder bite can potentially be very serious.
Unfortunately, The Insurance Emporium decided that the situation was not an emergency and refused to cover the veterinary fees. After some negotiation, they offered just £17 towards a £355 claim.
I told them I would be leaving the company as a result. I was then told I would be charged a £112.50 leaving fee because I had made a claim. I was in my 3rd year of being insured with them. I subsequently cancelled the claim, but then started receiving emails saying that I owed them money.
The whole experience has been extremely frustrating. I expected pet insurance to provide support when my pet needed urgent veterinary treatment, but instead I felt that every effort was being made to avoid paying the claim.
Based on my experience, I would not recommend The Insurance Emporium and will not be using them again
21 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. We would just like to clarify a few points.
In relation to the out of hours deduction from the settlement, we consider up to £115.00 of this type of charge but only if the vets confirm it was a life-endangering situation. Your vets submitted the claim by confirming it was not a life-endangering condition.
As a gesture of goodwill, we considered the maximum of £115 contribution so that a settlement could be issued.
However, the policy you purchased was an Annual Lifetime policy where you pay for the policy period in 12 month instalments. Once a claim has been submitted, any remaining premium for the policy period would be due before a settlement can be considered.
The £112.50 was the amount of premium that was due as a claim had been instigated, this was not a "leaving fee" but outstanding premium.
We would normally deduct this from a settlement but this would have meant no settlement was due. There was an error made as we had previously confirmed to you that we could cancel the claim, but the settlement was still issued. Due to this issue, we waived the remainder of the premium as a gesture of goodwill.
We are sorry for the service you have experienced and feedback will be provided to the relevant department.
Kind regards,
Kirsty
The Insurance Emporium
Excellent and fair service
Excellent and fair service. Highly recommended. I’ve used this insurer for over 7 years and throughout have received a professional and ethical service.
21 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Easy but poor communication
Relatively seemless process to make a pet insurance claim, albeit it was dealt with directly with the vet. It did take a long time to receive communications about invoices and how much I owed after my £500 deposit to the vet was partially refunded
14 giugno 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
Slow to process
I have had very little contact about how the claim is going and they don’t seem to have followed up with the vets.
I don’t know what’s going on!
20 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
We are sorry for the delays and the lack of communication regarding your claim.
We can confirm that your claim was accepted. As we did not have your bank details to issue the settlement by BACS, a cheque was sent to you on 13th August 2026. Please allow up to 10 working days for the cheque to arrive.
We are sorry that you were not kept better informed during the process.
Kind regards,
Joe
The Insurance Emporium
Claim was settled promptly and in full.
19 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Simple process
Simple process. After collecting all of the information, the claim was dealt with quickly. Thank you.
17 agosto 2026
Risposta di The Insurance Emporium
Good afternoon,
Thank you for your review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
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