4Paws Pet Insurance Opiniões 

Resposta da 4Paws Pet Insurance

15/05/2026

Good afternoon

Thank you so much for your lovely feedback - we really appreciate you taking the time to share it.

I’m glad to hear your dog’s claim was handled quickly and without any hassle. We know how stressful it is when a pet is unwell, so it’s good to know we could make things a little easier for you.

Wishing your dog a speedy recovery and all the best going forward.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

Actualizada a 13/05/2026

Good morning,

Thank you for taking the time to leave your feedback and I’m really sorry for the frustration this has caused.

Under the Terms and Conditions of the Policy, we assess and settle claims on a per‑condition basis. An excess (and the 15%
co‑payment) is applied per condition, per policy year, rather than per invoice or per anaesthetic event.

In Toffee's case there were three separate conditions present - the heart issue, the
cancerous tumour and the two benign lumps - so, even though they were treated under one anaesthetic, we were required to split the treatment and apply the excess and co‑payment to each relevant condition.

I appreciate this can feel unexpected when all the treatment happens at the same time, and I’m sorry this resulted in higher costs than you
had budgeted for. However we do aim to make our Policy Terms and Conditions as clear as possible, so in the event of a claim, you are aware of any costs that are not covered or deducted.

If you’d like us to go through your claim in more detail, please contact our team and we’ll be happy to explain the breakdown and discuss any concerns you have.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

13/05/2026

Hi Mr Ramsay

Thank you for your lovely review.

We’re really pleased to hear your first claim was easy and hassle‑free.

If you ever need us again, we’ll be here to help.

Thanks

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

21/04/2026

Good morning Mr Passmore

Thank you for taking the time to share your feedback, and I’m really sorry to hear about your experience - especially that you’ve been left feeling ripped off at renewal, which is absolutely not how we want our customers to feel.

Making a claim should be as clear and straightforward as possible, so I’m disappointed to hear this hasn’t been your experience. We’ll use this feedback to look at how we can make our claims journey easier to understand and less stressful.

On your renewal, I completely understand your frustration at seeing such a large increase, particularly when comparison sites and other providers are offering lower prices. Premiums are based on a number of factors - including claims history, cover level and wider market conditions - but that doesn’t change the fact that we should have made things clearer.

We send your renewal invitation 14 days prior to your renewal date, for you to review and discuss your options before the renewal went through.

I’m also sorry that you felt you had to let the auto-renewal run under the assumption it was purely due to your previous claim. We never want anyone to feel they can’t query or challenge a price with us.

If you’re happy to, we’d really like the chance to review your policy history and the pricing decisions in more detail. Please contact our team with your policy number and details of your review so we can look into this properly and explain what’s happened, as well as learn from it.

Thanks again for taking the time to share your feedback with us.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

14/04/2026

Hi there

Thank you for taking the time to leave this feedback.

I’m really pleased to hear that you felt the claim was handled quickly and that you received good progress updates. I’m sorry, however, that the 15% co‑payment for older dogs came as a surprise to you and that the amount reimbursed was less than what you expected.

We do include this information in the Policy Terms and Conditions and advise this when you take out your policy; however, can appreciate that this was missed and its come as a shock to you when making a first claim. Your comments are really helpful and we’ll use them to look at how we can make this type of detail clearer upfront.

If you’d like us to go through your policy and the claim breakdown with you in more detail, we’d be very happy to do so.

Kind regards

Craig

Pet Manager

Resposta da 4Paws Pet Insurance

13/04/2026

Hi Danielle,

I’m so sorry to read about your recent experience and how it has made you feel - especially after being with us for over 2.5 years.

This is absolutely not the level of care, empathy or professionalism we want any of our customers to receive.

Thank you for taking the time to share what happened. I completely understand how upsetting and stressful this must have been for you, particularly when you were just trying to explain a temporary change in your circumstances.

I want to reassure you that we will take your feedback extremely seriously. I will arrange for a full investigation into the call you’ve described, including how the conversation was handled and the decision that was communicated to you. We will review the call recording, the notes on your policy and the actions taken, to understand exactly what has happened and where we have fallen short.

Once this investigation is complete, we will come back to you with a detailed response and next steps.

In the meantime, I’m very sorry that this has been your experience with us - it is not the standard we aim to provide, and I appreciate you giving us the opportunity to look into this properly.

If you’d like to discuss this further or share any additional details, please feel free to contact us and we’ll be more than happy to help.

Kind regards,

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

13/04/2026

Good morning,

We're happy to hear that you found our team efficient and on hand to help when you needed us. We aim to provide all of our wonderful clients and their veterinary practices with the very best service.

We hope Molly is doing well and should you ever need anything else please do reach out.

Kind regards
Chloe
Pet claims assessment supervisor

Resposta da 4Paws Pet Insurance

1/04/2026

Good morning,

Thank you so much for this 5-star review! We're happy to hear that our claim process was efficient and the communication was great.

Thank you again for your positive feedback and your time, we hope Luna is recovering well.

Kind regards
Chloe
Pet claims assessment supervisor

Resposta da 4Paws Pet Insurance

1/04/2026

Hi Abbigale,

Thank you for taking the time to leave a review.

We're happy to hear that we could assist with Poncho's pre-authorisation for investigation and treatment.

We hope everything goes well and if you need anything else please do not hesitate to reach out.

Kind regards
Chloe
Pet claims assessment supervisor

Resposta da 4Paws Pet Insurance

1/04/2026

Good morning,

Thank you so much for leaving this 5-star review! We appreciate you sharing your experience.

We're happy to hear that our service exceeded your expectations and that your claim was handled quickly and efficiently.

It's great to know our personal approach made a difference. Thanks for recommending us!

Kind regards
Chloe
Pet claims assessment supervisor

Resposta da 4Paws Pet Insurance

27/03/2026

Good morning Zena,

Thank you so much for taking the time to give us this amazing 5-star review!

We are super happy to read you found our team helpful and supportive, we aim to provide all our wonderful customers with the very best service in their time of need.

We hope Mabel had a speedy recovery.

Kind regards
Chloe
Pet claims assessment supervisor

Resposta da 4Paws Pet Insurance

Actualizada a 25/03/2026

Good afternoon Mrs Gupta,

Thank you for taking the time to share your experience.

We are so very sorry for the loss of your little angel Rui and can only imagine how difficult this must have been for you.

We’re truly pleased to hear that, during such a heartbreaking time, we were able to make things a little easier and allow you to focus on what mattered most.

It means a great deal to know that you found the process smooth, our communication helpful, and that your claim was handled without any unnecessary worry.

Thank you again for your kind words and recommendation, I will be sure to pass it onto the team.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

25/03/2026

Good afternoon Thomas

Thank you for your kind feedback.

We’re so pleased to hear you found us easy to deal with and that you received a swift service when making your claim.

We really appreciate you taking the time to share your experience.

Should you need us again in the future, please do get in touch.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

25/03/2026

Hi there,

Thank you for your feedback, and I am sorry to hear this claim journey felt frustrating, especially at what was clearly a very worrying time for you.

We do aim to process all claims within 10 working days, provided we have received all the information needed to assess them. In this case, we were able to see that some information was missing, which did delay the claim being processed. Once all of the required information had been received, both claims were processed within a reasonable timeframe.

I also appreciate your comments regarding the claim form and the communication you received. I am afraid I cannot comment on external processes or why the claim form had not been received when expected, however I can confirm that once all information was with us, the claims were reviewed and settled as promptly as possible.

I am also sorry for the upset caused by the letter you mentioned. I completely understand why that would have been distressing, and I appreciate you bringing this to our attention.

Thank you again for taking the time to share your experience and for being a long-standing customer.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

25/03/2026

Good morning Terry

Thank you for your lovely feedback.

We’re really pleased to hear you found the process of making and receiving a claim straightforward and relatively quick.

We appreciate you taking the time to share your experience.

Should you need us in the future, we are here for you and Bella.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

18/03/2026

Hi there

Thank you for your feedback.

We’re so pleased to hear that everything was sorted smoothly between us and your vet practice, and that this made the process easy for you.

Making things as simple and hassle-free as possible is always what we aim for. Thank you again for taking the time to share your experience.

From all of us here at 4Paws, have a fantastic week.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

Actualizada a 18/03/2026

Hi Alison,

Thank you for your lovely feedback.

We’re so pleased to hear that you were happy with the service and found the recent claim process easy and stress-free.

It’s great to know that working directly with your vets helped make things simpler for you at what can often be a worrying time. Thank you again for taking the time to share your experience.

Should you or Daisy need us again in the future, we are right here!

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

Actualizada a 18/03/2026

Good afternoon Sarah,

Thank you for taking the time to share your feedback. I am sorry to hear how disappointed you are with the cost of your renewal.

I completely understand your frustration, especially when premiums have increased so significantly over time. We appreciate that this can be particularly difficult when your pet has developed pre-existing conditions, as this can make it harder to consider alternative cover elsewhere.

Renewal prices are based on a range of factors, which can include your pet’s age, breed, claims history, veterinary fee trends and the overall cost of providing cover. We do understand, however, that this does not make the increase any less upsetting when it has such a noticeable impact on affordability.

I am also sorry to hear your concerns regarding reviews. We value all customer feedback, whether positive or negative, as it helps us understand where we are doing well and where we need to improve.

If you would like us to look into your policy and renewal in more detail, please contact our team directly on 01423 535040 with your policy details so we can review this with you fully.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

11/03/2026

Good morning Karen

Thank you so much for taking the time to leave such a lovely review.

We’re really pleased to hear you’ve been happy with 4Paws over the years and that you’ve found our team friendly, communicative and prompt with your ongoing claims. That continuity and reassurance is exactly what we want to provide, especially when a pet is going through something as tough as chemo.

We’re sending lots of love to Alfie, and we’ll continue to do our very best to support you both through the treatment and beyond.

Kind regards

Lauren
Pet Claims Assessment Team Leader

Resposta da 4Paws Pet Insurance

Actualizada a 6/03/2026

Good morning Sarah

Thank you so much for your lovely feedback.

We’re really pleased to hear you found the website clear, the replies quick, and the text updates helpful in keeping you informed while surgery was arranged.

Wishing Rex a smooth recovery and thank you again for taking the time to leave a review. Should you need us again in the future, we are here.

From all of us here at 4Paws, have a lovely weekend.

Kind regards

Lauren
Pet Claims Assessment Team Leader