Very misleading company who do not make the policy start date clear when taking out a policy. This will sting those who unfortunately need to make an unforeseen claim early during the policy.

Claim handled efficiently and quickly

Be careful of this company, their Insurance Product Information Document (IPID), which is the simplified red and green terms most customers use (as summarises your cover), isn’t actually a reflection of their real terms and is a false representation of your cover. Refused to pay despite the Insurance Product Information Document saying you had 12 months to have recommended dental carried out, hidden in the 32 page terms it’s actually 3 months. My dog had a wobbly tooth which wasn’t bothering him, agreed with the vet that we would watch and wait to see if it fell out naturally as it’s a short nosed breed and his teeth are otherwise well looked after to avoid the risks associated with general anaesthetic and I checked the Insurance Product Information Document which said it needed to be done within 12 months. In the end the tooth hadn’t fallen out after a few months so I had the vet remove it. To my surprise they refused to pay, as it was more than 3 months which was hidden in their lengthy terms. This is despite me calling years before, as I was changing insurer and the renewals team convincing me to stay despite it being more expensive, because they had the best dental cover. The vet has said most insurers cover up to 12 months not 3, 3 months is unusual, so this was also misleading. I insure two dogs with them (the claim is less than the cost of 1 of the dogs yearly premium) I have never claimed anything for either dog. I think that they deliberately mislead their customers and will be taking this to the FOS, as their Insurance Product Information Document which is what you use to compare insurance products and understand your insurance isn’t a true reflection of your cover. Throughout the process at every time they were looking to get out of paying. Delay, Deny, Defend. I now have to go through an 8 weeks complaint process before I can go to the FOS. I’m chronically unwell and could do without this and it was unreasonable of them to expect me to read through 32 pages of tiny print to check that their IPID was consistent. They treat customers unfairly. Your response doesn’t explain why your IPID document differs from your real terms and conditions? The IPID was sent along side the Terms and conditions and is supposed to summarise them. ‘ Costs of dental treatment carried out 12 months or more after the recommendation of treatment from a vet.’ Why are they different and always sent alongside the TofC’s to deliberately mislead customers. Please also remove my personal information from your response. I haven’t given you permission to share personal data. The vet explained why it wasn’t completed immediately.

Making a claim seems very straightforward. I'm anxious to see how it will impact our premiums next year though. So far so good though.

We started this insurance as Aviva years ago. When my dog needed surgery on her legs the insurance only went up around £100. When Aviva stopped doing pet insurance we got moved to 4 Paws. (We were on a lifetime insurance, so we had to stay) since being with 4 paws the insurance has shot up year upon year. We have just had our renewal through and the cost has just jumped up by £650 and the insurance is close to £2,000. We have now been priced out of insuring my dog.

For some reason they refused to insure my healthy terrier cross with no explanation as to why. Particularly frustrating as my employer gives discount for 4Paws. As Pet Plan has always given good service I guess I will be going there.

Good communication and efficient service.

So pleased with this pet insurance company. They have been amazing with authorising claims which recently I've had a few of due to a couple of unexpected problems. They have communicated directly with my vets, kept me informed of every step via email and text messages, and phone calls. They provide a really personal and attentive service and on the day of Bella's surgery they called and wished her well, along with an update. They had also pre-authorised 2 claims within 2 working days. Thank you so much to all the team for being so lovely, caring and efficient. Hadn't heard of 4Paws before so wasn't really sure, but couldn't be more pleased with my choice. Hopefully won't need to claim again for a long time!

It took some time between the vet and 4Paws but got there in the end. Why the admin gee?

no idea whats going on, i dont own a pet, but for some reason, for the last 4 years, this company keeps setting up direct debits, to charge me for insurance i never took out. I cancel them, but they keep coming back.

We've had a policy with them for 2 years. Tried to make a claim and they refused to pay out. They claimed it was because it was an ongoing issue but it absolutely wasn't. Our dog stood on something and cut her paw which got infected so she needed antibiotics. Because she'd had some before it was somehow the same issue as before. Load of nonsense. Avoid them.

Very easy to make a claim and staff were extremely helpful and informative when I phoned up.

All aspects of the claim were dealt with very quickly and I would not hesitate in recommending 4paws.

Quick and easy to deal with, minimal effort to fill out a claim form, very straight forward process. Could have been quicker on follow up claims, but guess that’s the nature of insurance. Thank you for your help with our rabbit :)

Excellent service & communication Definitely recommend When it come to claiming, absolutely no problem

Great customer services. Helpful and informative.

With a recent claim, the process was very easy and payment made quickly.

Completed a pre-authorisation request which was approved in good time and confirmed they would agree 1 of 2 of the claims. Operation took place on 3 weeks ago and received confirmation on the 25/09/24 that my claim has been received - but nothing since.. Chasing a response for reimbursement. Our eldest dog is 9 years old and this is the first time we've submitted a claim for insurance so no prior experience if this is the usual wait time but would have hoped pre-authorisation would have sped things up!

I’ve never been so disgusted by a company’s practices. 4Paws Pet Insurance has proven themselves to be unethical, dishonest, and entirely untrustworthy. I strongly urge anyone thinking of using them to stay far away. I took out insurance for my 14-week-old kitten, and they’ve done everything possible to avoid paying out on a valid claim. First, they tried to retroactively change the start date of my policy to weasel out of covering my kitten's condition. Then, they shifted their excuses to claim he wasn’t covered because I hadn’t yet brought him home when I took out the policy —something they never made clear when I signed up and is actually untrue in their own policy wording. Their terms are deliberately vague and misleading, designed to leave you uncovered when you need help most. What makes this worse is that 4Paws knew about my disability and memory issues from the start, asking me whether I had any disabilities under the guise of trying to be helpful and accommodating, yet they shamelessly used this against me. They gaslit me into believing I was in a 14-day waiting period, which wasn’t true, and two separate staff members fed me the same lie, insisting I was mistaken. Their treatment was not only stressful but potentially life-threatening for my kitten, as they delayed his much-needed care with their manipulative tactics. And if I hadn't pursued it further I would have been left thinking my pet was uncovered. I wonder how many other people they have tricked with this same method and left their pets lives at risk. If you have a disability, steer clear of this company. They will take advantage of your vulnerability and twist the situation to their benefit. 4Paws has no integrity, no compassion, and no respect for their customers. I will never use them again, and I hope this review spares others the same nightmare. Avoid 4Paws at all costs—your pet’s life might depend on it!

We had no problems when making a claim. The lady on the phone was very helpful. Excellent customer service.