I’ve had to use Healthy Pets several times unfortunately due to my dog having grass seeds and a nasty tumour on her face and each time this insurance company have dealt with these claims stress free and very swiftly, excellent customer service.

On 09 August, my beautiful dog passed away. On 19 September, you acknowledged my claim. Today, exactly 4 weeks later, I still had not heard from you so I phoned - placed on hold to be advised (by a pleasant lady) that miraculously my claim had been looked at today and the team now needed to speak to customer relations in order to check whether I was in arrears or not ... if this were true, why would that not have been checked on the date of my submitted claim? - I stated that inspite of the fact that my dog is no longer in this world I was continuing to pay my monthly premiums for her ............. I'm quite sure that information was on the screen infront of the lady on the other end of the phone. Having to wait this long is completely unacceptable, especially when a customer has lost their beloved pet and this is evident on the claim form. I have read many other reviews about different pet insurance companies that pay within days not weeks / months!! Update (29 October) - I have increased the star rating to two (from one) as since writing my complaint, I have had a number of communications from Healthy Pets apologising for what was ultimately a poor service. I appreciate the response and the fact that my negative experience was taken seriously.

This company makes it very clear they don't care at all - after having a beloved pet euthanised they dragged the claim out for two whole months with no explanation as to why - their only response to my queries was a generic email that kept telling me the same thing (that wasn't followed up on anyway). I insure other pets with a different company that is 100% better, if only I'd known this at the start.

rapid response Really quick and attentive. Website might be more intuitive to find existing cover of cat insurance details.

very slow. gave different dates for claim and no communication. still not dealt with

Very easy to use website, fast to get a quote and great service when claiming.

The lady I spoke with was very helpful, polite and friendly. Top customer service, Just a shame that you chose to put my policy up by so much with the renewal. You almost lost me as a customer because of it! Luckily the lady I spoke to found me a much better deal but ridiculously I had to become a new customer again to get a good deal. So much for loyal customers being respected :(

Donna was really helpful in helping me to take out new policies for my cats and she also saved me some money.

Very good personal customer service. Quick responses.

Custermoer services operator was lovely with humour and good insight. Annoying that on my policy my cat has no pre-existing conditions recorded but to get a price reduction I need to take out a new policy meaning any pre existing conditions (which he does not have) won’t be counted. So surely my renewal price should have just matched the new policy quote

Have had healthy pets for my dog now for over 3 years. Had to make an initial claim when he was 8 months old and the vets dealt with directly. Made a claim last year as he got bitten by a snake and took ages to get any money for treatment from these. Had to have more treatment for a skin infection last month and the vets filled all the claim form in a posted on my behalf and then get told it’s 4 week until it’s sorted. Asked question today and was told it’s currently with an assessor and if the claim is good I may hear something by the end of next week. How does it take so long for someone to look at the treatment and receipts which were all sorted with the vets so assuming the vets do this kind of thing on a daily basis. Why why why does it take so long before even an email or answer to say if the claim will be paid. It’s not like it’s an illegitimate claim. The vets filled all the forms in. I can’t even change insurance now as it’s a for life cover. If I didn’t need the insurance I would cancel and go elsewhere and would never recommend Healthy Pets to anyone. Shall be sharing this all over social media etc etc

Very helpful and got me a better deal also added another pet to my policy

The consultant was very helpful in helping me to upgrade my policy after an inital misunderstanding.

Fantastic customer service!

Very easy to apply and everything explained simplely, no hassel

The forms were so easy to fill in

I have four lifetime pet insurance policies with Heathy Pet Insurance, 3 for my cats and 1 for my dog. Back at the start of August my dog unfortunately became ill, resulting in some vet tests and treatment. An Insurance claim was submitted at the beginning of September and almost a month later I'm still waiting for it to be settled. I was told when I chased that claims are currently taking up to 20 days to process and that date has now been and gone. A further email sent a week ago has been ignored. Given the length of time it's taken to settle this very straightforward small claim and the lack of communication received, I'll be looking to move all four of my policies to another provider.

We received a quote from you which was cheaper than the one posted to us from you.

Accidentally let the insurance lapse (totally my fault), called up to explain, they said they couldn't reinstate my old policy because it had already been cancelled, but they got me a quote for a new policy, same spec, and £20 cheaper than what the original renewal would have been! Entire call took 8m26s, now my little terror is insured again!

Easy to arrange and very well priced.