I recently had to use my insurance on my younger dog so I was so glad I took out insurance on her. I studied hard the type of policy I wanted and felt would be best tailored to cover her and am more t... Vis mer
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It's not very often that you get to speak to someone at an insurance company that is so compassionate. When I needed to make a claim, the person I spoke to was lovely. My claim was dealt with kindly... Vis mer
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Very disappointed with this cat insurance. We started at around £10 a month, and just two years later it had increased to £18 — an 80% increase despite never making a single claim. When I called,... Vis mer
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When Indiana Bones (Indy) came into our lives, Pet insurance was something we took very seriously. 4 Paws was our insurer of choice, not only because of the cost, but also the additional services pro... Vis mer
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Informasjon om virksomheten
Om 4Paws Pet Insurance
Skrevet av virksomheten
Like you, we love our pets, which is why we’ve created a comprehensive range of products providing you and your pet with different levels of cover to suit every budget.
We pride ourselves on our 5 Star Defaqto rated policies and have been awarded the Feefo Platinum Service award for customer excellence for the 4th year in a row with a customer service rating is 4.6/5 from over 3800 reviews.
We go the extra mile and offer our policyholders unlimited free 24/7 video consultations with a registered vet through the FirstVet app.
Our claims are settled in house by our experienced and compassionate UK based advisors. Cover can start from as early as six weeks old and payments can be paid directly to your vet if required.
Find out more about 4Paws Pet Insurance and discover why we’re rated ‘Excellent’ on Trustpilot.
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Kontaktopplysninger
59 Copthall Bridge, Station Parade, HG1 1TT, Harrogate, Storbritannia
- 01423535040
- petclaims@4paws.co.uk
- 4paws.co.uk
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4 Paws Per Insurance - Inept Service
Tried with numerous calls to customer services to get outstanding claims money refunded to me. Asked for a manager to speak to and was promised a call back. Nothing. Asked for the MDs email and told they don't give this out. I wonder why? Frankly inept service from this insurer. I am moving my pet insurance cover elsewhere. Avoid.
21. oktober 2025
Anmeldelse skrevet uten oppfordring
Svar fra 4Paws Pet Insurance
Hi Mr Veiga
I’m really sorry for the poor experience you’ve had - this isn’t the
service we aim to deliver. I appreciate your patience and understand your frustration.
Please send a email for the attention of Lauren, to Petclaims@4paws.co.uk providing your claim number(s) and a preferred contact number. I’ll arrange for a senior
member of the team to call you to discuss your outstanding claim and the next steps.
As currently I am unable to locate your policy with the details provided.
Thank you for giving us the chance to put this right.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Amazing customer service & trustworthy company
Amazing customer service . Well informed & excellent understanding of the product . An outstanding company who clearly take pride in their training.
17. oktober 2025
Anmeldelse skrevet uten oppfordring
Svar fra 4Paws Pet Insurance
Good afternoon, Sue
Thank you so much for your wonderful feedback. We’re delighted you found our team well informed with an excellent understanding of the product, and it’s great to hear our training and pride in service came through. If there’s anything more we can do, please let us know.
Kind Regards
4Paws Pet Insurance
Just ridiculous
By far the worst so far wasn't at all understanding of our financial changes recently that was beyond our control. We will not be recommending or using them again
16. oktober 2025
Anmeldelse skrevet uten oppfordring
Svar fra 4Paws Pet Insurance
Good morning Sarah
Thank you for your feedback, and I’m sorry for your experience.
I appreciate how frustrating changes in costs can be, especially when they feel beyond your control. While some pricing and policy changes are driven by wider market and underwriting factors, we should always explain them clearly and handle queries with empathy.
I’d like to review this for you. As we can’t discuss policy details publicly, please contact our Customer Care team on 01423 535040 with your policy number and we’ll look into what happened and what we can do to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Excellent pet insurance
So grateful for our 4Paws Pet insurance it’s given us peace of mind and more time with our dog Belle who’s a huge part of our family .
30. september 2025
Svar fra 4Paws Pet Insurance
Good morning, Tracy
Thank you so much for the lovely feedback! We’re thrilled 4Paws Pet Insurance gives you peace of mind and more time for what matters most. Give Belle a cuddle from us - she’s clearly a very special part of the family. If you ever need anything, we’re here to help.
King Regards
4Paws Pet Insurance
Svar fra 4Paws Pet Insurance
Hi Swathi,
Thank you so much for leaving us this 5-star review!
We are super happy that you had an easy claims journey with ourselves and we hope Chester has fully recovered.
Kind regards
Chloe
Pet claims assessment supervisor
Paid towards dogs teeth removals.
2. juli 2025
Svar fra 4Paws Pet Insurance
Hi Mr Cox
We’re so glad we could help with Bonnie’s teeth removals! Supporting you and Bonnie's health is what we’re here for.
If you need anything else, just let us know – we’re always happy to help!
Have a super weekend!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Svar fra 4Paws Pet Insurance
Good morning David
Thank you for your kind words! We’re so pleased to hear you found us very easy to deal with.
Making things simple and straightforward for our customers is really important to us here at 4Paws.
If you ever need anything else, we’re always here to help!
Have a great weekend.
Kind regards
Lauren
Pet Claims Assessment Team Leader
The whole process was so easy
The whole process was so easy. I hadn't had to claim for a long time so was unsure how to get started, I called customer service who were extremely helpful and sent me the information I needed. Once completed and handed in to the vets I received emails informing me of the progress of the claim and we had our money with 2 weeks. Very happy with the service.
5. juni 2025
Svar fra 4Paws Pet Insurance
Good Morning Lindsay
Thank you so much for your lovely feedback!
We’re delighted to hear that you found the process easy and that our customer service team was able to help you get started. It’s great to know you were kept informed throughout and that your claim was settled quickly.
We really appreciate you taking the time to share your experience, and we’re always here if you need us in the future!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Accepted our claim in a timely manner.
31. juli 2025
Svar fra 4Paws Pet Insurance
Good afternoon Emma
We're happy to hear that our claim process met your expectations with its promptness. It is important to us that we are there for you when you need us most.
Thank you for your feedback, I will be sure to pass this onto the team.
Should you need us again, please get in touch and we would be more than happy to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Effiecient understanding and paid in a timely manner.
Because they were very understanding when my dogs operation had to be postponed due to his allergies and ear infections. Everytime I called they were very helpful and reassured me. The claim was paid in a very timely manner.
18. juni 2025
Svar fra 4Paws Pet Insurance
Hi Mrs Hallewell
Thank you so much for your lovely feedback!
We’re really pleased we could support you during a stressful time and that our team was able to reassure you whenever you called.
It’s great to hear your claim was handled efficiently and with understanding. We’re always here to help you and Barney, and we wish him a smooth recovery!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Sensitive handling by advisor at a…
Sensitive handling by advisor at a stressful time. First time making a claim and had no issues.
1. juni 2025
Svar fra 4Paws Pet Insurance
Hi,
Thank you so much for leaving this 5-star review!
We are happy to hear that a member of our team provided you with the best service during a stressful time, and that your first claim experience was issue-free.
We hope Sunny is making a full recover.
Kind regards
Chloe
Pet claims assessment supervisor
Happy Customer
First time I have claimed for my cat. Very efficient staff on the helpline. Claim was verified really quickly and the money was in my bank account within a few days too. Emails on every part of the process. Very happy customer thanks
10. juli 2025
Svar fra 4Paws Pet Insurance
Good morning Karen Thank you so much!
We are happy to read about your positive first-time claim experience for Casper.
We appreciate your kind feedback regarding our efficient claims team, the quick claim verification, and the prompt payment. We're glad you were kept informed throughout the process. I will ensure this is fedback to the relevant teams.
We hope Casper is making a full recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Felt Stitched up by 4Paws
I chose 4Paws as they had better dental cover than my existing insurer, the premium was reasonable and they had good reviews. It took me two days to peruse their Ts & Cs. I therefore paid the annual premium in full though there was no financial incentive. However, since my experience, there appears to be a downturn in their reputation. As far as my pet in concerned, the facts as I see them are as follows:
My cat started overgrooming and I had to take him to the vet a few times. After some consideration I put in a claim. However, I was rather alarmed when it was turned down due to a precondition.
In taking this decision, 4Paws tried to link this to a spot he had had on his bottom lip, both conditions said to be allergy related. I challenged this decision but to no avail.
There then followed lengthy correspondence, carefully orchestrated by those who were well trained. They were clearly very confident and remained polite throughout. This intellectual exercise took about three months, including my attempt to get the decision overturned. They confirmed:
'...that all the information was reviewed by senior assessors and passed to the underwriter, Covea, for further assessment.'
In their defence and with reference to the spot on the lip and the overgrooming, oddly enough they concluded:
'...until there is a definitive diagnosis to confirm that they are NOT related (my emphasis) we are unable to overturn the decision.'
It was also unclear who I was dealing with since I got communications from a Jigsaw Insurance, part of the pib Group! Who? On enquiring I found:
'...4Paws is a trading style of NCI Insurance Services Ltd. which is an appointed representative of Jigsaw Insurance Services Ltd. Your insurance policy is underwritten by Cover Insurance, part of the Covea Group.'
At one point I also got communications from a Thistle Insurance as well.
They partly upheld my complaint agreeing that they had not been as clear as they could, particularly in relation to correspondence with my vet. Thy said:
'Please let me assure you that we will do out utmost to do better in the future.'
They clearly expected me to renew my policy but there was no suggestion of compensation, only the statutory invitation to report the matter to the Ombudsman. I decided against it as they are bound to take months to reach a verdict, which would no doubt find in favour of the large company. Any compensation, if any, would no doubt be minimal.
At not yet four years old, my little boy has been left virtually uninsurable thanks to 4Paws. At the time of writing I can only insure him for Accidents and have done so elsewhere. 4Paws does not even give advice to rejected claimants, no doubt because there is no profit in it.
It you want to avoid feeling stitched up, my advice is to steer well clear of 4Paws and all their accoutrements.
3. juli 2025
Anmeldelse skrevet uten oppfordring
Svar fra 4Paws Pet Insurance
Good morning Mrs Airey
Thank you for taking the time to share your detailed feedback.
I am truly sorry to hear about your experience and the frustration it has caused you and your cat.
We understand how important it is for pet owners to feel supported and reassured, especially when it comes to their pet’s health.
I appreciate your comments regarding the claims process and the clarity of our communications. We always aim to be as transparent as possible, and I am sorry that this was not your experience.
Regarding your claim, I can confirm that our team, including Senior Assessors and The Underwriter; Covea, carefully reviewed all the information provided. The decision to decline the claim was based on the Policy Terms relating to pre-existing conditions. In this case, the overgrooming was considered potentially related to a previous issue (the spot on your cat’s lip), both of which could be allergy-related. As you mentioned, without a definitive diagnosis confirming these conditions are unrelated, we were unable to overturn the decision.
Whilst I completely understand from a personal prospective, you see this as unfair, as a insurance provider, we must ensure all claims are assessed in line with the Policy Terms and Conditions to ensure all customers are treated fairly.
I understand this is disappointing, and I appreciate how frustrating it must be to feel that your concerns were not fully addressed. But I can assure you that all claims are carefully considered and assessed as fairly as possible.
I also acknowledge your comments about the number of different companies involved and the confusion this caused. 4Paws is a trading style of NCI Insurance Services Ltd, which is an appointed representative of Jigsaw Insurance Services Ltd, and your policy is underwritten by Covea. Jigsaw Insurance is an insurance broker that provides a variety of insurance products. It became part of the PIB Group following its acquisition in 2022. We recognise that this can be unclear, and we are working to improve the clarity of our communications so customers know exactly who they are dealing with at each stage.
I am sorry that you felt unsupported after your claim was declined and that you did not receive advice on what to do next. We are reviewing our processes to ensure that, in future, customers receive clearer guidance and support, even if their claim is not successful.
Your feedback is invaluable in helping us improve our service. We are committed to learning from your experience and will continue to review our procedures to provide a better experience for all our customers.
If you would like to discuss your case further or if there is anything else we can do to support you, please do not hesitate to get in touch.
Thank you again for your feedback, and I am truly sorry for the distress this has caused you and your pet.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Great reliable company
Great reliable company, took a few weeks for an update and then the reimbursement followed swiftly. Highly recommended.
23. juli 2025
Svar fra 4Paws Pet Insurance
Hi there Mrs Johnson
Thank you so much for your kind words and recommendation!
We really appreciate your patience while waiting for your update, and we’re glad to hear the reimbursement followed swiftly.
Thank you for trusting us – if you ever need anything else, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Dealt speedily with my claim and money…
Dealt speedily with my claim and money was in my account within a few weeks. Thank you!
23. juni 2025
Svar fra 4Paws Pet Insurance
Good morning Mrs Nicholson
Thank you so much for your lovely feedback!
We’re delighted to hear that your claim was handled quickly and that the money reached your account within a few weeks.
If you ever need any further assistance, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid at all costs!
In all the years we've had our dog insured by this company we've only claimed twice and each time they have tried it on with us.
The first time our dog had a lump removed and they refused to pay point blank. I spoke with the specialist and he wrote a letter saying that they should pay and that their excuses were without merit and they then paid up. Obviously their default position is not to pay and hope the customer doesn't challenge it! Make sure you do.
The most recent experience our dog had an eye removal procedure due to a mass under the eye being detected and they tried to wriggle out of paying again saying that a little wart on his eyelid that he'd had for years was the cause. Once again the specialist wrote to them to tell them it was nothing to do with the mass and at first they ignored him,I then threatened to take them to the ombudsman and they relented. My specialist told me that he has never known an insurance company to ignore his guidance and the receptionist said that they were the worst company they had ever dealt with. They then tried to claim that my dog had been aggressive years ago when having a seed removed from his ear so they wouldn't insure me if he was aggressive with the surgeon and he wouldn't be covered in the street.
Just before I claimed I'd had a renewal for roughly the same as I was paying,£178pm, which draws gasps from those I tell. They then hiked my premium to over £300pm! We now put away money instead rather than pay these crooks.
What really gets me is that I diligently paid over the odds for years for peace of mind should anything happen. My wife and I had the most terrible time, not only worrying about our dog but whether 4paws would pay. So absolutely no peace of mind, only extra worry!
Please take my advice and don't use this company but if you insure with them fight them all the way when they inevitably try to avoid paying out.
16. juli 2025
Anmeldelse skrevet uten oppfordring
Svar fra 4Paws Pet Insurance
Good morning
Thank you for sharing your experience. I’m very sorry to hear about the difficulties you’ve faced and the distress this has caused you and your family.
Without access to your specific policy details, I’m unable to comment on your individual case. However, I can assure you that all claims are assessed strictly in line with the Policy Terms and Conditions. I want to assure you that all claims are assessed fairly and consistently, and we would never avoid paying a valid claim, as this would not be lawful. If a claim is not covered, there will always be a specific reason in line with the Policy Terms and Conditions.
I’m sorry to hear about your concerns regarding the increase in your premium. I understand how important peace of mind is when insuring your pet, and I regret that your experience has not met your expectations.
Premiums can change for a number of reasons, including your pet’s age, claims history, and changes in veterinary costs.
I apologise again for the experience you have had. Please be assured that all our actions are carried out in line with our policy Terms and Conditions. We would welcome the opportunity to review your case in detail and provide specific explanations for our decisions. If you would like to discuss this further, please contact us on 01423 535040. Our office is open Monday to Friday, 9am to 6pm.
Your feedback is important to us, and we take it seriously as we continually review our processes, so we thank you for taking the time to leave this feedback.
Kind regards
Lauren
Pet Assessment Team Leader
Excellent service
Great communication, excellent speedy service. No hesitation in renewing my insurance policy with 4Paws
26. juni 2025
Svar fra 4Paws Pet Insurance
Good morning Wendy
Thank you so much for your kind words! We’re delighted to hear you’ve experienced great communication and excellent, speedy service with us.
It’s wonderful to know you have no hesitation in renewing your insurance policy with 4Paws.
If there’s anything else we can help with, please let us know—your continued trust means a lot to us!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Quick and easy.
Pleasant to deal with, understanding and helpful. All dealt with by Ted’s vet who diagnosed and investigated his problem. Claim money was paid directly to my account to compensate vet’s fees.
27. juni 2025
Svar fra 4Paws Pet Insurance
Good afternoon Mr McCarthy
Thank you so much for your kind feedback!
I’m really pleased to hear you found the service pleasant, understanding, and helpful.
It’s great that Ted’s vet was able to diagnose and investigate his problem efficiently, and that your claim was paid promptly to cover the vet’s fees.
If you need anything else, please don’t hesitate to get in touch.
Have a great weekend.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Prompt processing and payment with…
Prompt processing and payment with consistent updates so I knew where my claim was in the process.
12. juni 2025
Svar fra 4Paws Pet Insurance
Good morning Mrs Robinson
Thank you so much for your feedback.
I’m really pleased to hear you found the processing and payment prompt, and that the consistent updates kept you informed throughout your claim.
Your positive experience is greatly appreciated!
We hope Laith is feeling much better, if you do need us in the future, please don't hesitate to get in touch.
Have a great day.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid - huge premium hikes
Avoid, premium doubled from £30 to £60 a month after having our dogs teeth cleaned by the vet. They contributed around £100 after the excess and it was only an optional preventative measure. Our dog is a 4 year old health cocker spaniel and no other claims were made to justify it going up. He has two check ups a year including blood tests and has always received perfect results.
1. juli 2025
Anmeldelse skrevet uten oppfordring
Svar fra 4Paws Pet Insurance
Good morning
Thank you for sharing your concerns. I completely understand how frustrating it must be to see your premium double, especially when your dog is healthy and the recent dental procedure was purely preventative.
Premium increases can be influenced by a range of factors, including changes in the wider insurance market, adjustments to risk assessments, or updates to policy terms.
While a claim for a preventative dental cleaning may seem minor, sometimes even small claims can impact future premiums, particularly if they relate to ongoing care. I must also confirm, we will only cover a dental treatment, if a dental illness is present.
I appreciate that your cocker spaniel is in excellent health and that you’re proactive with regular check-ups. If you’d like, I can look into your specific policy in more detail to see if there’s anything further we can do or explain the changes more clearly. Please let me know if you’d like to discuss this further or if there’s anything else I can help with.
Kind regards
Lauren
Pet Claims Assessment Team Leader
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