“Absolute garbage company. AVOID. We've been with them years, pay for lifetime cover, our dog was diagnosed with pancreatitus, never had it before and we have been with them many years before he was even diagnosed, it's now an ongoing condition which comes and goes, made a claim and then they emailed us to tell us we cannot claim anymore for pancreatitus. So why the hell are we paying for lifetime cover then?! He has now just had to have a cyst removed, made a claim and they have now emailed us telling us we cannot claim for anymore cysts that need removing. They are rude and short when you call them, speak to you like you are an idiot and have some of the worst customer service advisors I've ever come across. They will make ANY excuse to not pay out, and don't even bother trying if your dog gets a lifelong condition because you're screwed. It pains me that we have to keep our oldest dog with these absolute conning a*rseh*les as would be hard to get insurance from anywhere else, but my youngest will be moving to a different insurance company, you can pay less and get better coverage AND actually be covered for illnesses that last longer than a year. AVOID AVOID AVOID AVOID.”
“Terrible experience. Won’t pay out when a pipe leaked and damaged our caravan. All they are interested in is finding a loophole within their 36 pages of terms and conditions so they can renege on their responsibility to pay out. Dont touch with a barge pole.”
“Had lifetime gold cover for my dog , we had her spayed and understood that we were not covered for the cost , she developed complications that needed out of hours emergency surgery and another bill for £1900 , insurance emporium refused to pay anything at all as in the small print not only was spaying not included in the insurance but any complications arising , this is disgusting , I have checked other insurers and they include complications as they regard them as accidents !!!- in total then a simple spaying cost some £2400 - I am disgusted with insurance emporium”
“I have had several pet insurance policies for my cat, but this was the first time I had to claim for my 16-year-old cat.
My cat had glaucoma and has had it for about a year and a half. Recently the vet advised the glaucoma was causing him pain and recommended they remove the eye. I obviously didn't want my cat to be in pain, so we agreed to the operation at a cost of around £1,000.
We could not afford this, but we had insurance that we have been paying for, so thought this would be fine.
I was wrong, and the claim was denied due to a technicality. The condition is pre-existing, given it was first identified over a year ago.
Even though The Insurance Emporium accepted glaucoma might last several years, my challenge was denied.
"We also appreciate that Glaucoma is an unpredictable condition and can be either severe from the start or develop over time and take several years, but regardless of which way this goes, we cannot change the terms of the policy to suit an individual medical condition, the terms of the policy are set from the very beginning."
Due to this "technicality" me and my family are now really stretched. I cannot afford this £1,000+ bill plus the cost of the premium I have paid over the last few years.
I have since looked at other insurance providers where this would have been covered, so I just hope this review serves as a warning for people to check the policy terms and conditions in more detail.
I am now struggling financially after paying for a policy I thought would protect me from this very thing.
If you even care The Insurance Emporium I hope you review your policy terms and conditions.”
“I have been paying nearly£50 per month for my staffie/beagle. He was taken ill a few weeks ago and after a visit to the vets they gave him an xray and he had a tumour in his spleen that no one knew about as it never caused him pain but it had ruptured. They could do nothing for him so we had to let him go. I paid the bill for euthanasia and cremation, out of hours vet fees and the treatment it came to £754, I sent the claim to insurance emporium and I waited and waited emailed them twice then I had a reply to say that they were putting £109 in my account. I have challenged this and am still waiting to hear, I did say to the person on the phone what is the point of insurance and if I ever have another dog I will put the money away each month so I do not have to deal with these people again.”
“I had my whippet insured with this company. She started to get episodes of ataxia and was referred to a specialist. The specialist found a tumour and also a heart defect. Two separate claims were put through of which one of them my vet thought the insurer might challenge. They paid out no problem. In total they paid out just shy £8000 over the course of the year. Unfortunately I did lose my whippet, however the insurance company were lovely to deal with from start to finish. Considering this is a cheaper insurer and not one of the big boys like PetPlan or BoughtByMany, they were amazing and I cannot thank them enough for how kind and compassionate they were throughout.”
“Been paying around £35 a month for years and we had to take our dog to be checked as he was in a bad way. The vet charged over £250. When putting the claim in to these scumbags, we got £52 back!! What the hell is the point in us paying this amount a month???? Its disgusting!!! 😡
We have now found a new insurance company which is less than half the price and covers just as much as this one! Go elsewhere and save your money!!”
“If you want to know the real score for The Insurance Emporium, look at the E&L Insurance first. Even our Direct Debit we have signed for Insurance Emporium comes as E&L. Don't trust their marketing fluff with all "as seen on tv" and Mr. Benn rubbish. They will put pet policy in such way, so the small text will be nicely buried deep down, while they will claim on the front pages that they will give you the moon and the stars including providing the nice looking coverage for public liability for example, the small print in the multiple exclusions somewhere on the page 18 of the policy will render that coverage effectively useless. So, you will be paying them and then one day when you will log even a tiny claim, Insurance Emporium will refuse it, then they will change the policy at will and they will backdate it to the date when you have logged the claim facing you with the fact :) Clever bunch, dishonest and disgusting, but nonetheless clever... And finally, when you all frustrated will tell them what you think about their dishonesty, they will do nothing better but release their head of legal team who will blatantly threaten you to try to silence you all together. We thank God, the Insurance Emporium have shown their true colours on a minor claim of 389 pounds. What if we would have a real problem and needed more expensive support? If you want to know "what if" in the style of the Insurance Emporium, please read all the 1-star reviews here, on google and other sources. Then you will be able to make your own judgment and decide if you want to risk your pet wellbeing and life. Verdict: The one to be avoided like the plague.”
