“worst company ever dealt with. refusing to pay for my dogs operation, insisting it was an existing condition, despite the fact my vet has sent several letters, emails to confirm it wasn't. they have claimed on 4 occasions the vets letters wrrent received. come on. 1 letter might get lost, not 4. having appealed the decision not to pay we were told it would take over two months for the appeal. we have now lodged a small claims court against them to get our payment. we are now receiving fake solicitors letters from them. we even got a call from them today saying we couldn't sue as 'paws and claws' does not exist. unbelievable. do not use this company.”
“12 year old dog now having a few problems, they paid out on one of his illness but a couple of months after needed his tail amputated, they wouldn't pay out saying vet did not disclose proper information, got vets to write letter thought that would solve the problem but had an email back saying that the dog wouldn't keep his collar on and had he done so his tail wouldn't needed to be amputated, absolute Bol....., the dog did not attempt to touch the end of his tail once, the tube/bandage kept coming off, this company is a CON MERCHANT”
“Lack of response to emails and enquiries; failure to supply copies of documents; always appear to have unprecedented levels of claims; poor explanations on payouts; arbitrary decisions that have no logic i.e. operation requiring anaesthetic would only pay half as some cosmetic work completed at same time.”
“I put a claim form in for an operation at the beginning of September and I was told it would take up to 20 working days to sort claim out, when I. called them after 20 days I was told there was a back log and would take a few days longer. Its now the end of November and I'm still waiting!!!!”
“This company has the worst customer service I have ever experienced. Takes months for them to reply to emails. Then they don't reply with the information you need. Full of excuses. I will not be using these ever again. I would never recommend them to family or friends. Quick enough to take my money but takes months for a reply. They refused to pay out on my policy and give terrible excuses! I'd never trust this company with my dogs health again! Wish I had read the reviews first!”
“Two claims which took long over listed time of 10 days on one claim and 20 days on other due they say to large volume of claims.
When contacted by phone both times gave the excuse that they were training staff and that is why claims delayed.
Second claim took 8 weeks to process.
Will be interesting to see what renewal will be
Fortunately had sufficient funds but if I had been waiting for the payment could have been in problems”
“Submitted a claim by post with all relevant documentation from vet. Have heard nothing since. Emailed them for confirmation and received no reply. Tried calling claim line and was on hold for over 20 minutes before I gave up. Will be going elsewhere in future. Utterly useless!”
“Absolutely useless, submitted a claim in July, now almost the end of September and they are still saying due to back log of claims it is going to be a few more weeks! - they say the same thing every time I ring - beginning to lose the will to live with this company - never again.”
“Not possible to contact them by mail!
Not possible to contact them by phone!
Not even react on contact form on their page!!!
It's absolute scum - save your time and energy and get any other insurance...
I'd give them 0 or negative score if there is such option!!!”
“Paws and Claws is a complete scam. They take your money and when you make a claim they do not pay out. Even with a letter from the Vet supporting the claim, they refused. I am going to an ombudsman. Whatever you do, do not go with this company. I reckon the positive reviews on here are all written by the company. If you go to http://www.pet-insurance-surveys.co.uk/ you will find some interesting reading.”
“Unfortunately, we chose this company as the price was competitive. But, as with most insurances, you only get to know how good they are when you need to make a claim. Our experience has not been a good one.
Our dog has developed arthritis in her elbow. At the moment, it's not severe. We had to arrange an x-ray and some medication, resulting in a claim. The claim form was submitted at the end of April. It is now 19th July and we are still awaiting payment!! Even though over two weeks ago, we were told that the claim had been approved!
They are awaiting a cheque to be authorised... despite us giving over bank details and requesting a bank transfer. I'm now told we will probably have to wait another few days for the cheque to be signed and then posted!!
Please.... If you are looking for an insurer... check to see how long they take over claims. This lot say they take 10 days!!!... But in truth, it's taken nearly 80 days!!!
The problem is now that we are stuck with having to renew cover with this company as we have a 'lifelong policy' and no other insurer will accept our pet and cover a pre existing condition.
ALSO, the premium has just over doubled in cost from last year!!”
“Was very happy with initial quote when came up for renewal went up over £30. Very disappointed with this. When called to complained just told have to pay £30 to cancell. With find a better quote elsewhere.”
“Do not under any circumstances take out a policy with this company unless you want to throw your money away. If they can get out of paying they will. Paws and Claws are charging me for the next 7 months because i have had a claim and cancelled my policy when my dog died suddenly. It was not my fault my dog died at such an inconvenient time to the company. When I cancelled they were straight on the phone wanting to know why I had stopped the policy. When I explained my dog had died and insurance was no longer required they were right on to me that I now owe £148.98. I have a letter in my hand from Roythornes Solicitors saying if I don't pay in 7 days they will commence legal proceedings against me. Also they let me take out a Four Paw policy for which I have since found out half of it is irrelevant ie no death or loss benefits are payable for pets over 8yrs old. Please please if you are reading these reviews please go to another company for peace of mind knowing you are no going to be out of pocket at the end of the day”
“Things were going ok during my claims for my daschund who had to have surgery for anal sac carcinoma then she sadly had to be put to sleep as she was fitting. That awful insurance paws and claws are charging me for the next 9 months because i have had a claim and cancelled. It was not my fault my poor dog was so poorly. I am planning on getting another dog and already have the reputes pet plan lined up. Don't beed by cheap premiums with small print crucifying you”
“Paws and Claws was chosen as it was affordable and easy to do on the computer. My cats are old girls and the policy chosen was what we need to deal with challenges.”
“In the current financial climate ,the premiums for th type of insurance required were very competitive. Completing the policy online was efficient.Our claim was dealt with by our veterinary practice and I understand was settled quickly and efficiently.”
