Review Time
I have been with 4 paws for 5 years, never made a claim before but Ruby has recently been diagnosed with a spinal issue and needs major surgery. I called, worried, expecting a robot. I got through to Jane who explained how to make a claim and discussed something called a pre authorisation for Ruby's planned surgery. Everything was really well explained and Jane even said she was happy to go through all the information again. Really refreshing to hear and I could tell she genuinely cared about my dog. 4 Paws thank you its really put my mind at ease during a worrying time.
I have been with 4 paws for 5 years, never made a claim before but Ruby has recently been diagnosed with a spinal issue and needs major surgery. I called, worried, expecting a robot. I got through to Jane who explained how to make a claim and discussed something called a pre authorisation for Ruby's planned surgery. Everything was really well explained and Jane even said she was happy to go through all the information again. Really refreshing to hear and I could tell she genuinely cared about my dog. 4 Paws thank you its really put my mind at ease during a worrying time.
This feedback is written with deep frustration with the service provided by 4Paws before and after my claim.The claim itself took 3 months to resolve and sadly between this, no empathy or care was shown. While 4paws have admitted they provided unprofessional and inappropriate emails about the claim, they once again keep a customer in complete darkness when a reply is sent back. Following a negative review left by my wife regarding the distressing claim situation, we were contacted straight away by a representative (Lauren) who is a team leader who appeared keen to resolve the matter and regain our trust. However, after we responded to her request for further information and clarity we have once again been met with total radio silence and I have now sent four emails to Lauren directly with no reply. It is highly unprofessional to offer a public apology and an invitation to discuss a claim further, only to ignore the subsequent correspondence. This "damage control" approach without any actual follow-up has only added to the stress of an already difficult situation.I expected a higher standard of customer care and transparency. At this stage, I cannot recommend 4Paws to any pet owner who expects reliable communication and professional conduct.
My dog had a straight forward injury that required an operation. They keep asking questions not related to this and making untrue accusations and making us feel like we have lied. They are just dragging it out and finding ways not to pay out. They are rude and unhelpful and don't care about the stress inflicted. We have been honest and up front from the day we took the policy but they make out you haven't documented certain things. It should not be this hard, in which is steady a stressful situation
I have life pet insurance and they deal with any claims quickly and efficiently. I appreciate they can't always cover every claim, but the process of claiming is made as simple and quick as possible. You can always talk to a real human being on the phone and they are always so friendly, kind and helpful. I have no hesitation in giving this company 5 stars, based on my experience so far. So refreshing to deal with such an efficient, friendly team.
Have held insurance since dogs birth. Paid every month, but surprise surprise, when we need to claim, we're not covered on technicalities 😂😂😂 Please take my money sir...don't worry about my claim, we'll pay it no problem. Absolute joke these people are, as are all these companies
Avoid at all cost. It took over 3 months to deal with my claims, they asked me over and over the same information. I kept sending everything and they asked again and again… My cat has been diagnosed with kidney disease last year, his first ever issue. He is now almost 14 years old so for the 2026 renewal the cost went from £360 to £872 - so more than house or car insurance. They obviously know that at that point we don’t have a choice if we want to keep an insurance. There should be more regulations and a limit on how much price increases… it is despicable.
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