Price compared to be same last years price from alt. provider (who had increased a good bit - so we switched). HOWEVER - not happy that they don't do an annual payment option - no pet insurers seem to... もっと見る
企業が回答しました
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プラットホームの健全性を維持するため、当社のプラットフォーム上のすべてのレビューは、確認済みか否かにかかわらず、年中無休で稼働する自動ソフトウェアによって審査されています。このテクノロジーは、本当の経験に基づいていないレビューなど、ガイドラインに違反するコンテンツを特定し、削除するよう設計されています。ただし、すべてを検知できるわけではありませんので、お気づきの点がございましたら、どうぞお知らせください。詳細はこちら
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The team in customer services got back to me very quickly, explained things in detail, and offered me a competitive renewal quote. Their prices are very comeptieitve for the coverage they offer... もっと見る
企業が回答しました
I unfortunately had to make a claim on my pet insurance. Franks were amazing, wasted no time and settled the claim in full. Exceptional customer service
We received a very nice condolence card after our dog had died. They very promptly and sympathetically dealt with our claim for the treatment he had received and cancelled the direct debit without bei... もっと見る
企業が回答しました
企業情報
当該企業による記述
Honest, simple, game-changing pet insurance. We're also majorly pet obsessed, which means we always put your furry friends first.
連絡先
100 Bishopsgate, EC2N 4AG, London, 英国
- info@frankpetinsurance.co.uk
- www.frankpetinsurance.co.uk
4.5
優良
1041件のレビュー
顧客にレビューを依頼しています
この企業は、ポジティブかネガティブかを問わず、顧客にレビューを依頼しています。
ネガティブなレビューの 100％に回答しています
通常24時間以内に回答
この企業のTrustpilot 利用方法
レビューや評価の取得方法、スコアリング、モデレーションのプロセスについて確認する。
claim process was simple and quick
claim process was simple and quick. Dealing directly with the veterinary practice to settle the claim removed a lot of the stress involved.
2026年7月30日
Frank Pet Insurance からの回答
Thank you for your feedback Richard, we are very proud of our efficient claim process! 🤩
Frank customer service is excellent
Frank customer service is excellent - I emailed with a query first thing and by 10am it has been resolved with new policy documents sent out - I’m happy to have all three of my dogs with Frank now.
2026年7月27日
Frank Pet Insurance からの回答
Hi Angharad, thank you for your review. We aim to respond to our customers within an hour during working hours of 8am-5pm, Monday to Friday and we are always happy to help! 🐾
Fast response to a question
2026年7月31日
Frank Pet Insurance からの回答
Hi Jayne,
Thanks for the great feedback! We’re glad we could answer your question quickly and keep things simple. That’s exactly the kind of no-nonsense service we aim to provide.
The Frank Pet Insurance Team.
Frank Pet Insurance からの回答
Hi Christopher,
Thank you for the fantastic review! We’re delighted you found the application process incredibly easy and that Frank stood out as the best option for you. Welcome to the family!
The Frank Pet Insurance Team.
Frank Pet Insurance からの回答
Hi Chrissy,
Thank you for the lovely feedback! We’re so pleased our team could respond quickly and help with your enquiry.
The Frank Pet Insurance Team.
Simple and easy process
2026年7月30日
Frank Pet Insurance からの回答
Hi there,
Thanks for choosing Frank! We’re delighted to hear that taking out your policy was simple and easy, exactly how pet insurance should be. Welcome to the Frank family!
The Frank Pet Insurance Team.
Quick and easy to set up my policy…
Quick and easy to set up my policy great price for my older cats
2026年7月30日
Frank Pet Insurance からの回答
Hi Tracy,
Thank you for the lovely review! We’re so pleased you found setting up your policy quick and easy, and that the price worked well for your older cats.
Welcome to the Frank family!
The Frank Pet Insurance Team.
Frank make submitting a claim simple
Frank make submitting a claim simple. When you're worried and scared about the health of your beloved family dog, they handle your claim efficiently, liaising directly with the vet and paying our claim without fuss. Excellent service and stress free, just when you need it most.
2026年7月21日
Frank Pet Insurance からの回答
Hi there,
Thank you so much for your kind words. We know how worrying it is when a beloved pet is unwell, so we’re really pleased our team could make the claims process simple, work directly with your vet, and take some of the stress off your shoulders. We hope your dog is feeling much better.
The Frank Pet Insurance Team.
I won't be renewing my policy after 5 years
After four years of paying for what I believed was comprehensive pet insurance, this claim has completely changed my opinion of Frank Pet Insurance.
My claim was reduced by £135 because the insurer decided my cat's symptoms had started during normal surgery hours, based solely on the incorrect wording of the veterinary notes. When I explained that I had actually told the vet the breathing changes only occurred in the evening, I expected my appeal to be considered fairly.
Instead, despite the veterinary practice confirming that I disputed the notes and providing that information to Frank, the decision ultimately came down to the treating vet's original notes which were wrong. My own account of what happened during the consultation, plus my witness, carried no weight at all. The appeal process therefore felt like a formality rather than a genuine review of the circumstances. The outcome remained entirely dependent on the very records I was disputing.
What disappointed me most was the lack of common sense. If a customer says the clinical notes don't accurately reflect what they reported, there appears to be no meaningful way to challenge them. You're effectively told that whatever was written at the time is treated as unquestionable, even when that wording has significant financial consequences.
I've paid premiums for years believing I had cover for emergencies, only to discover that a few words in a vet's notes can determine whether an out-of-hours claim is accepted or rejected. That isn't the level of customer protection I expected from a company I've remained loyal to.
Sadly, this experience has left me with no confidence in Frank's appeals process. If you're considering this insurer, be aware that if there's ever a dispute about what's recorded in your pet's medical notes, your own account may make little difference. After four years as a customer, with two elder cats and expensive pet insurance, I won't be renewing my policy.
2026年7月28日
自発的なレビュー
Frank Pet Insurance からの回答
Hi there,
Thank you for your feedback.
When assessing claims and any subsequent reviews, we consider all relevant information available to us, including information provided by the policyholder and the veterinary practice.
Decisions are made based on the evidence available and in line with the policy terms and conditions. For the out-of-hours claim, while our policies do include cover for life-threatening emergencies, they don’t extend to out-of-hours charges if your pet could have safely been seen during normal vet hours.
That said, we do still cover standard consultation costs and any eligible veterinary treatment in those situations.
The Frank Pet Insurance Team.
That dreaded 20% - 25% extra not there
Why I chose this - that 20% - 25% for a condition was not there.
2026年7月26日
Frank Pet Insurance からの回答
Hi there,
Thank you for choosing Frank! You’re absolutely right, our policies don’t include an additional co-payment when you claim.
We’re delighted this gave you the confidence to choose us.
The Frank Pet Insurance Team.
Excellent speedy service again
2026年7月24日
Frank Pet Insurance からの回答
Hi there,
Thank you for the fantastic review! We’re delighted your claim was paid quickly and that you received another excellent experience from our team. We know how important fast, straightforward support is when your pet needs care.
The Frank Pet Insurance Team.
I was disappointed at first as I could…
I was disappointed at first as I could not just pick up the phone and talk to someone. However, the web site was well designed and the process simple, and it worked. Claim settled in 2 weeks.
2026年7月21日
Frank Pet Insurance からの回答
Hi Diane,
Thank you for your feedback.
We’re glad our website made the process simple and that your claim was settled promptly.
We do offer our callback service, and our team will be happy to get in touch with anyone who requests a call, with a time that suits them, this prevents waiting in long call queues.
The Frank Pet Insurance Team.
Frank Pet Insurance からの回答
Hi Tina,
Thank you for the great feedback! We’re pleased our Customer Success Team could provide a quick, helpful response and that you found our premium reasonable and service efficient. Straightforward support and no-nonsense cover are exactly what we aim for.
The Frank Pet Insurance Team.
Super quick and super easy to get and…
Super quick and super easy to get and pay for the insurance.
2026年7月14日
Frank Pet Insurance からの回答
Hi there,
Thank you for your fantastic review! We’re delighted to hear you found getting your insurance quick, easy and straightforward. We believe protecting your pet should be hassle-free from the very start, so it’s great to know that was your experience.
Thanks for choosing Frank!
The Frank Pet Insurance Team.
Frank have been very helpful and…
Frank have been very helpful and compassionate with me. I am awaiting the decision on my claim.
2026年7月13日
Frank Pet Insurance からの回答
Hi Angela,
Thank you for taking the time to leave a review. We’re so sorry for the loss of your pet and know how difficult this must be.
We’re glad our team has been able to support you with care and compassion. Your claim is being reviewed, and we’ll keep you updated as soon as a decision has been made.
The Frank Pet Insurance Team.
Frank Pet Insurance からの回答
Thank you for your review, we're glad you are happy with our efficient service! 😊
quick and easy
2026年7月10日
Frank Pet Insurance からの回答
Hi Gerry,
Thank you for your review! We’re delighted to hear you found the quote journey quick and easy. We like to keep things simple, straightforward and no nonsense from the very start.
The Frank Pet Insurance Team.
Brilliant
Brilliant, submitting my claim was very easy. The claim was submitted and sorted within a few days - so quick and efficient. This was my first ever claim, very happy with it.
2026年7月10日
Frank Pet Insurance からの回答
Hi there,
Thank you for the brilliant review! We’re so pleased your first claim was easy to submit and sorted quickly. That’s exactly how we think pet insurance should be: simple, efficient and no nonsense.
Thanks for choosing Frank, we’re glad we could make your first claims experience a positive one.
The Frank Pet Insurance Team.
Frank Pet Insurance からの回答
Hi there,
Thank you so much for your fantastic review! We're thrilled to hear you found both our insurance and claims process to be straightforward and hassle-free. We believe pet insurance should be simple, transparent and there when you need it most, so it's great to know that's been your experience.
Thanks again for your recommendation, it really means a lot to us and the whole team.
The Frank Pet Insurance Team.
Payment extremely slow when the claim…
Payment extremely slow when the claim was eventually approved. I had to chase my vets for the information required as Frank just waited and waited with very little effort to obtain the information..
2026年7月3日
Frank Pet Insurance からの回答
Hi Daniel.
Unfortunately, we have no control over how long veterinary practices take to complete the claim form, although we follow up with them several times throughout the claims process. Once the completed claim form and all of the required information has been received, we always settle within a few days.
The Frank Pet Insurance Team
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