“Having insured my dog with healthy pets since 2016 and paid extra for the gold level to ensure my dog had good cover, I was appalled the companys behavior after making my first claim.
My dog, at nearly 12 years old suddenly got ill and upon taking him to the vets, he underwent a scan which showed he had cancer in many places and he was put down that day.
I put in my first ever claim (£1200) and was awarded just over £188.00 as the company decided to claim back nearly £600 for the monthly premiums I would have paid had he lived.
Their policy states that they reserve the right deduct unpaid premiums not that they will do so. As a customer for many years I wasnt expecting this to happen especially as I have been paying over £60 a month for what I believed would be a good level of cover.”
“I called regarding the unacceptable price rise on our cats policy, well over £60.
Our cat is 13yrs old been insured with Healthy pets 12yrs.
No one has had the decency to return my call as promised on two occasions.
They know with the age of my cat that I cannot go elsewhere.Im already on a 20% reduction on claims due to her age.
Totally unacceptable.
Strongly recommend you to shop around and check complaints like this.”
“I Really would not give 1 star.
Avoid!!!!! I was paying over £117.00 a month yet when our Cavalier King Charles needed treatment before passing they did not cover the treatment as I was paying monthly!!!”
“I would never recommend this company to anyone, my family and I have had the most shocking treatment from them.
We bought a tabby cat and although the cost to get her was minimal, she was our family and wanted the best treatment if it was ever needed.
We opted to get their most premium policy thinking everything was covered and we couldn't have been more wrong.
Willow (our cat) was a healthy cat which in the 18 months we had her never needed any treatment, unfortunately a neighbour struck her in a car and killed her, we were heartbroken as a family.
We had willow cremated and sent back to us in a scatter urn, the whole cost of this was appropriately £250, there were far more expensive options but we didn't want to take advantage of the insurance company.
We sent our claim to Healthy Pets and 2 weeks later recieved a letter rejecting our claim. Our premium policy covered death yet they refused to pay. One of the reasons was was because there was no proof of what we paid for the cat, does that even matter? We paid for the cremation and that was what we were claiming for. Appropriately they would have paid for a funeral costing £1000's but a £250 bill we submitted for the cremation wouldn't be accepted. We obviously objected this but this made no difference, and because we were still grieving the loss of our cat we didn't have the energy to keep fighting them.
I know it was only £250, but it's not the money that was the problem with this company, its the principle of thinking you have it all covered and it isn't. The policy we had with them was their most expensive, we wanted the best for our beloved cat.
AVOID this company at all costs as all they do is lie and take your money.”
“Admin department are far too slow to pay out this is the 3rd time I have had to chase them up each claim has been a nightmare. Now they are saying that even though the admin department have had all the relevant paperwork since the 8th of Feb it can take another 20 days to process. With the same excuse that their admin department are very busy i think the admin department need further training or a restructon in the office.”
“If I could it would be 0 stars , have been with this company for years , gold policy , 1 previous claim , my dog is now 9yrs old , ruptured cruciate , x rays 1k , insurance paid £520 , I payed remainder , cruciate operation 4-5 k , insurance will pay £890 less £125 excess and less 20% S dog over 8 yrs so basically I will pay over 4k , don’t touch them with a barge pole , read all small print .😡”
“Shocking and unethical service. Just for background I am a medical doctor. My cat suffered an episode of autoimmune acute haemolytic anaemia. They refused to pay out because of the cat was within there 30 day grace period even though a) she was a shelter pet and I'd just adopted her b) this was an acute condition which came on suddenly, not a pre existing one. By definition acute haemolytic anaemia is an acute condition, not a long standing one. They took over a month to even look at my claim which they immediately rejected and havent replied to any of my emails. I'm now two grand out of pocket on top of paying 10 pound a month for a quiet frankly useless insurance policy”
“Been with them for a good few years, i had to make a claim in February. When i called to chase up claim i was told its in hand and advised to cancel policy as we had to have dog put to sleep. After 3 weeks and several emails they eventually got back to me stating they cannot find a policy for me.
All they seem to do is try and stall you.
Losing a pet is traumatic enough, without having to go through this too.”
“We have had our cat insured by healthy pets for over 3-4 years and about 2 years ago she became unwell with diabetes and sadly had to be put to sleep just before Christmas 2021. We cannot fault the company as they have efficient caring and compassionate. I am shocked by some of the reviews here as this was not our experience at all.
The premiums have been fair and although they apply their policy, it’s clearly laid out in the policy documentation.
Thankyou”
“Like Mrs Daley below, I cannot recommend Healthy Pets insurance. A customer for over 10 years with the same pet, when I claimed last year for only the second time, the treatment for an infection ran across the renewal date so they charged TWO lots of £100 excess for the same claim (!), then 20% of the remaining amount. I eventually received less than half the claim back which didn't even cover the annual premium - absolute daylight robbery!. I have just cancelled the policy after Healthy Pets increased the annual premium by 30% to over £720. Healthy Pets are no doubt happy I've cancelled after fleecing me for 10 years, because old pets are likely to have more health issues. AVOID or at least read the small print so you understand how little you will get back for your ever-increasing premium!!!”
“What a joke this company area. We tragically lost our cat about 6 weeks ago - the vets tried everything to save her, to no avail. How awful we have been treated by Healthy
pets when trying to claim against the insurance. Its still ongoing, and they are stalling for time again wanting more info from the vet. Its appalling and upsetting. Don't go anywhere near these people, they are the worst customer service I've ever had.”
“Having been with Healthy Pets for 11 years and only ever making 1 claim prior to my current claim I am appalled at the shockingly poor service I am currently receiving from them. My cat was poorly on the 6th April and I submitted my claim to Healthy Pets on the 12th April, on the 19th I received a generic email saying my claim was with the assessors and I would have a reply within 10 working days. Here we are 24 working days and a few phone calls later and still no settlement. This morning I have received an email saying they require further information from my vets and if they DO NOT receive a response within 14 days they will close the claim and I will have to start the whole process again. Seriously!! DO NOT USE this company.. Shocking poor service.”
“Initially the company gave great service. Three years later I can't say the same. Understandably prices have gone up, but drastically and reimbursement is extremely slow.”
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Graeme Fulton
1 review
1 star: Bad
An hour ago
You can cover the rest. We dont care
Took out a lifetime policy for my dog. He is over 8 years old. Had to take him to the vet this year. Healthy pets cover showed we had to pay £117 up front to the vets. This is normal to pay an excess. When they finally decided to pay the rest of the bill it fell £118 short of the total amount outstanding. I called up and was told yea that’s your problem. They make you pay 20% of whatever the bill is plus the excess. I was never told of this or made aware of it at any point. These people pray on people that care a lot about there pets. Its a dirty underhanded trick to get you to part with your money. I wanted to cancel my policy and have them pay the remaining fee to the vets. I was told no and i had to pay £88 of my premium to leave and pay the vet. I’m currently fighting this with the company but expect to be fobbed off. Avoid this company and do not give them a chance to rip off more people.”
“Always been a very good service, just had a claim approved for my dog, kept informed by text and email of status of claim, as treatment was received at two vets I had a couple of questions which were answered quickly. This is the 4th time (i know unlucky) that I have claimed and never had any problems”
“A totally inept customer services team.
This resulting in us having to liaise with our vet and healthy pets.
We complained however this was internally investigated and guess what it was not upheld.
We requested how we could take this further and got no response.
Unable to contact the CEO either.
Take your money, and no course to redress issues.
Your choice if this is what you want from a pet insurer”
